Customer Service Representative

PVH • Bridgewater Township, NJ

292d • Remote

About The Position

The Customer Service Representative, Bilingual (CSRB) acts as a key liaison between consumers and the company, helping to maintain positive customer relations and uphold a professional brand image. This role handles all inbound contact volume, provides support and resolution for escalated consumer inquiries, manages service recovery and retention efforts, and collaborates with cross-functional teams to optimize processes. Additionally, the CSR offers guidance and support to customers across multiple channels, including phone, email, and chat, while consistently meeting quality standards. Support will be provided across the following divisions: Retail outlet consumers for Calvin Klein and Tommy Hilfiger in both the United States and Canada; E-commerce consumers for Calvin Klein and Tommy Hilfiger; Wholesale consumers for Calvin Klein and Tommy Hilfiger in North America. This role is pivotal in driving customer satisfaction and loyalty, directly impacting the consumer experience by consulting with and assisting customers to resolve a wide range of requests, inquiries, and complaints. Success in this position depends on your ability to resolve customer questions and concerns with efficiency and empathy, actively listening, communicating clearly, and ensuring customer understanding to provide a seamless, world-class customer experience.

Requirements

• 1 to 3 years customer service experience; retail customer service experience a plus
• High School degree or equivalent experience in Customer Service Industry
• Exceptional verbal and written communication skills, in both English and Spanish/French
• Strong customer service and interpersonal skills
• Professionalism and empathy in all interactions
• Proven ability to work closely with cross-functional partners
• Excellent decision-making and problem-solving skills
• Demonstrated resourcefulness and creativity in finding solutions
• Adaptability and flexibility in a fast-paced, remote work environment
• Advanced computer skills, including proficiency in Excel and Word
• Strong organizational skills to balance workloads and maintain timely follow-up
• Commitment to consistent, timely attendance

Responsibilities

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution.
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer.
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly.
• Coordinate with other departments such as Store Operations, Risk Management, Internal Audit, Legal, and Sales Audit to resolve escalated issues that require subject matter expertise beyond the contact center.
• Partner with management to follow up on escalated cases, ensuring service levels and quality expectations are consistently met.
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques.
• Help new agents refine their problem-solving skills by sharing best practices, allowing them to shadow, and assisting with difficult contacts as needed.
• Assess the language proficiency of bilingual candidates, when applicable, to support hiring decisions.
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams.
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service.
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles.
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction.
• Resolve routine customer requests related to orders, products, returns, and other services as needed.
• Work with retail, e-commerce, and wholesale systems to ensure timely and accurate fulfillment of customer orders, appeasements, and returns.
• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries.
• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes.
• Utilize multiple databases to research and resolve customer issues and questions.
• Adhere to PCI standards to ensure secure handling of consumer data across all brands.

Benefits

• Competitive pay, bonus programs, best in class medical insurance, vision insurance, dental insurance, life insurance, disability insurance, and more.
• An above-market 401(k) contribution to help our eligible associates save for retirement.
• Generous company-paid holidays, paid time off, hybrid working arrangements, volunteer opportunities, seasonal hours, and flexible work schedules.
• A variety of wellbeing tools and programs such as Headspace membership, reimbursement for fitness memberships and/or digital meditation subscriptions, and the opportunity to earn up to $200 a year in rewards for exercising and participating in healthy activities.
• Access to services for childcare, elder care, adoption preparation, pet care, plus reimbursement for backup care when your regular plans fall through.
• Receive support for continued education including tuition reimbursement.
• Shop at our company outlets and e-commerce sites at a discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: High school or GED