Customer Service Representative - Reading, PA

Position Summary

The Customer Service Specialist is responsible for providing exceptional customer service for DTLR customers. We expect this person to be a fantastic advocate for our customers, delivering superior service and helping design the best service policies.

Essential Duties and Responsibilities

• Committed to providing a stellar customer experience.
• Understand, anticipate, and resolve customer inquiries and issues in a friendly, helpful manner; delighting customers whenever possible.
• Become an expert on DTLR and the products sold on our website (www.dtlr.com) and at our brick and mortar store locations.
• Offer advice and help customers find what products they need to fill their particular needs.
• Quickly and thoroughly solve problems for customers when deliveries, transactions or experience don't go 100% as planned.
• Excited to provide thoughtful, strategic insight regarding customer needs to our marketing, operations, merchandise, and community engagement departments.
• Identify and escalate priority issues that need immediate attention, route more complex issues to appropriate department.
• Generate refunds and handle credits.
• Track shipments and handle returns.
• Answer all inbound phone calls.
• Work to fix not only the immediate issue but also dig for underlying problems and proactively document and hand them off for resolution.
• Handle special projects as needed.

Special Intangible Skills

• Drive & Commitment – Demonstrates initiative, self-reliance and a strong sense of urgency. Starts work quickly demanding the highest possible quality while constantly improving personal standards of performance. Drives Innovation by discovering alternative approaches to resolve obstacles.
• Adaptability/Flexibility – Works constructively under pressure, responds resourcefully to change and maintains a confident and constructive outlook despite difficulty, frustrations or ambiguity. Stays focused and maintains quality when handling multiple tasks at the same time, knowing when to consult others with critical viewpoints or experience to help make key decisions.
• Excellent Collaborator – Works with a wide variety of internal & external partners to develop deliverables and gain consensus.

Qualification/Skills & Knowledge Requirements

• Passionate about customers. Strong affinity for people and ability to get along with anyone and everyone. You love developing relationships with customers, delighting them with your positive attitude and outstanding customer service skills.
• Communication skills. Exceptional communication skills with customers and team members; friendly and pleasant demeanor over email and phone. Must be comfortable talking with customers on the phone as needed.
• Bilingual a plus (English/Spanish).
• Hands-on. You are comfortable with a high volume of support issues to be addressed and have fast writing skills. You thrive in a fast paced, growth company environment.
• Organized and detailed oriented. Excellent organizational skills, multi-tasking skills and attention to detail.
• Resourceful. You see a project from idea stage through successful completion - and whatever it takes to make it a success, and your job will be fast-paced.
• Tech savvy. Able to understand the basic workings of ecommerce platforms; experience with Magento systems a plus.
• Experience. 2+ years related experience.
• Self sufficient. Ability to work independently and make decisions with minimal supervision.
• Not afraid of math. Some basic accounting experience a plus.

General Information

DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.