Customer Service Representative - Fashion

Summary

Create best in class, meaningful experiences for potential and existing customers over the phone, via email & LiveChat, and through other messaging tools. Independently and effectively resolve complaints through independent research and investigation, and by working with internal partners. Provide customer-centric sales and service while promoting Renfro Brands products and services creating long-term, trusted consumer relationships and brand loyalty.

Essential Duties And Responsibilities

• Responsible for working with HOTSOX and K. BELL specialty retailers, internal Fashion Sales team members and external sales representative groups to establish long-term and trusted relationships while generating revenue.
• Have an eagerness to assist and friendly tone in every interaction with both internal and external customers.
• Ability to log-in to a phone system every day that tracks phone behaviors (accountable to follow a daily schedule).
• Ability to use an electronic payroll system on a weekly basis (Enter working hours/PTO/Vacation)
• Ability to relay product and service information confidently and accurately to the customer
• Seasonal samples distribution to Rep groups and showrooms
• Maintain working knowledge of customers that are prospects or established HOTSOX and/or K. BELL accounts.
• Confidently discuss current HOTSOX and/or K. BELL promotions with each and all customers to develop relationships and to encourage repeat business.
• Accurately input orders and navigate through each screen (Mainframe/Dynamics) while the customer is on the line.
• Handle and process incoming external and internal email requests in the shared Customer Service In-box in an accurate and timely manner with teammates.
• Treat customer complaints as an opportunity to gain trust and strengthen the customer relationship via timely resolution.
• Research required information using available resources within the organization to remedy customer service issues.
• Responsible for making an outbound service call to a customer if information is needed to accurately process an order or resolve an issue.
• Work as part of a team by communicating effectively with all internal departments.
• Travel to Mount Airy when needed.
  
  

Supervisory Responsibilities

None.

Professional Qualifications

• Excellent attention to detail, time management skills and meeting deadlines
• Positive attitude and ability to handle highly confidential information
• Ability to reflect positive attitude and disciplined work ethic
• Ability to work in a team
• Ability to work independently
• High energy level
• Strong interpersonal skills
• Demonstrated experience in being a self-starter
• Ability to deal with internal/external customers with enthusiasm and professionalism
• Strong verbal, written and interpersonal communication skills are essential
• Confidence, good judgement, energy and the ability to work in a challenging environment.
  
  

Education/Experience

• High school diploma or equivalent
• At least one year customer service experience
  
  

KNOWLEDGE, SKILL AND ABILITY

• Exceptional customer service skills.
• Strong understanding of standard customer service concepts, practices and procedures.
• Familiar with MS Office, Excel and mainframe systems; internet savvy.
• Team skills are a significant part of the working environment. Strong communication skills are essential.
• Demonstrated ability to independently problem-solve and resolve issues.
• Strong attention to detail and strong organizational skills.
• Ability to be persuasive and influential in verbal and written communications.
• High level of patience and empathy.
• Passion for fashion a plus!
  
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Occasionally required to travel domestically to other office locations.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.