Senior Customer Service Rep

Main Purpose

The main purpose of the Senior Customer Service Representative role is to answer inbound calls, chats, SMS, and emails with professionalism and excellent support. The role represents REVOLVE in a way that is consistent with our organizational values. REVOLVE is committed to its customers!

Major Responsibilities

• Answering inbound telephone calls and providing excellent customer support
• Responding to customer questions and comments via phone, email, and Live Chat and SMS with speed and professionalism
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Follow up on all written correspondence and escalate to customer service manager on duty as necessary
• Cooking and following up with other departments to ensure problem resolution
• Coordinate and follow up with other departments to ensure problem resolution
• Work together with other customer service team members to promote an environment of customer satisfaction
• Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy
• Answering questions and helping customer service representatives who need assistance
• Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary

Required Competencies

• Ability to work in a team environment
• Ability to give and receive honest and direct feedback
• Strong customer orientation with desire and willingness to help
• Strong verbal and written communication skills
• Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
• Knowledge of apparel construction and fabrication and various fashion categories
• Ability to work required overtime when business needs warrant

Minimum Qualifications

• Experience with Microsoft word and excel
• High School Diploma
• Type 50+ words per minute

Preferred Qualifications

• 1+ years in Customer Service, help desk or call center experience
• Type 60+ words per minute
• Working knowledge of website navigation

Working Conditions

• Schedule flexibility as shifts can change based on needs of our customers
• Works well in a dynamic environment with minimal supervision