Customer Service Representative

Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out. Our Brand vision statement is: “Create Your Sunshine, A Resort State of Mind”. Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming.

About the Role

The Customer Service Representative has the primary responsibility of enhancing the experience of the Lilly Pulitzer® consumer who contacts us through the call center. This includes Ecommerce, Retail, Wholesale, and Internal consumers. Responsibilities include delighting and appeasing the customer, representing the brand effectively, and providing an experience consistent with our Sunshine Service guidelines. The primary points of interaction with consumers will be through phone, email, live chat, and social channels. The Customer Experience team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined.

The Customer Service Representative is a key member of our Direct-to-Consumer team with three primary objectives:

• Provide exceptional, solution-oriented, and personalized customer experience that aligns with our Sunshine Service Guidelines, resulting in increased spend levels and high retention.
• Play a key role in finding solutions for escalated scenarios and resolving open issues.
• Provide overall support for the Customer Service team during peak seasons and online sale events.

Responsibilities

• Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
• Document and update consumer records based on interactions.
• Maintain a knowledge base of the evolving LP brand.
• Listen and respond appropriately while placing online and/or telephone orders.
• Service and process e-commerce exchanges.
• Process manual returns and exchanges resulting from Retail purchases.
• Locate items and complete the sale for consumers.
• Respond to irate callers in a courteous, professional manner.
• Perform other duties as assigned or required by supervisor.
• Adhere to attendance guidelines to ensure successful contribution to team goals.
• Flexible and willing to help work on department initiatives as needed.
• Meet or exceed all CSR goals and maintain department productivity levels for customer satisfaction.
• Use creative problem-solving skills in questionable service requests to increase retention.
• Handle large call volumes while maintaining focus on the customer at hand.
• Troubleshoot billing questions within PayPal, CyberSource, Afterpay, and Klarna.
• Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
• Work closely with our Signature Store owners, which are privately owned stores that represent our brand.
• Provide phone support during peak seasons, as well as during the online sale in August and January each year.
• Responsible for self-education of the product seasonal line and knowledge of multiple seasons correlating to both E-Commerce and Retail product.

Requirements

• 2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; Bachelor’s degree preferred.
• 1-3 years’ previous customer service/call center environment.
• 1-3 years’ previous Sales or retail experience.
• Excellent interpersonal and motivational skills, innovative and self-starter.
• Positive attitude and an engaging businesslike approach.
• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
• Excellent attention to detail and organizational skills.
• Ability to perform a high volume of transactions accurately with limited supervision.
• Proficiency in using personal computers, including Microsoft Windows, Word, Excel, and PowerPoint.
• Ability to master the EREG POS system, along with any new POS systems that are implemented.
• Ability to understand data flows and how stock levels and product data are captured and populated on the website.
• Ability to work comfortably and productively in all MS Office Applications.
• Pleasant, friendly, and engaging speaking voice.
• Exceptional “solution-oriented” nature.
• Comfort in dealing with new technology and systems.
• Ability to multi-task while managing time.
• Demonstrated ability to work in a fast-paced environment.

Schedule

This position requires working Mon-Fri 9AM - 5:30PM in our King of Prussia, Pennsylvania, home office. 1-2 Saturdays a month are required. Hours of operation are subject to change during peak seasons and holidays. Flexible, additional working hours may be required during peak periods, and there will be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager.

Benefits

This position is classified as full-time, hourly, non-exempt, and is eligible for overtime and standard company benefits.