Customer Service Representative - Reading, PA

DTLR, Inc. • Reading, PA

2d

About The Position

The Customer Service Representative provides exceptional customer service to DTLR customers and acts as a front-line resource through phone, email, and live chat. The role involves resolving customer service issues, helping customers identify suitable products, and supporting marketing, operations, and fulfillment processes as needed. This is a full-time position based in Reading, Pennsylvania.

The representative handles customer inquiries and problems, processes refunds and credits, tracks shipments, manages returns, answers inbound calls, and escalates priority or complex issues to the appropriate departments. The role also includes documenting underlying problems for resolution and handling special projects as needed. Success requires customer focus, adaptability, collaboration, organization, resourcefulness, and the ability to work independently in a fast-paced environment.

Requirements

• At least 2 years of related experience.
• Strong customer-service orientation and ability to build relationships with a wide range of people.
• Exceptional communication skills with customers and team members, including a friendly and pleasant demeanor over email and phone.
• Comfort speaking with customers by phone as needed.
• Ability to handle a high volume of support issues and write quickly.
• Ability to thrive in a fast-paced, growth-company environment.
• Strong organizational, multitasking, and attention-to-detail skills.
• Resourcefulness and ownership in carrying projects from idea through completion.
• Ability to understand the basic workings of ecommerce platforms.
• Ability to work independently and make decisions with minimal supervision.
• Initiative, self-reliance, urgency, adaptability under pressure, and ability to maintain quality while handling multiple tasks.
• Ability to collaborate with a wide variety of internal and external partners.

Nice To Haves

• Bilingual English/Spanish ability.
• Experience with Magento systems.
• Basic accounting experience.

Responsibilities

• Provide friendly, helpful, and exceptional service while understanding, anticipating, and resolving customer inquiries and issues.
• Develop expertise in DTLR and the products sold online and in stores, and advise customers on products that meet their needs.
• Resolve problems related to deliveries, transactions, and customer experiences.
• Share strategic insights about customer needs with marketing, operations, merchandise, and community engagement departments.
• Identify and escalate priority issues, and route complex issues to the appropriate department.
• Generate refunds and handle credits.
• Track shipments and process returns.
• Answer inbound phone calls and assist customers by phone, email, and live chat.
• Investigate underlying problems, document them, and hand them off for resolution.
• Support marketing, operations, and fulfillment processes as needed.
• Handle special projects as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed