Customer Service Representative

Lilly Pulitzer Job Type: Regular Brand Strategy 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. Job Description 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 is inclusive of Ecommerce, Retail, Wholesale, and Internal consumers. Other responsibilities include delighting and appeasing the customer,   representing   the brand effectively to consumers, and providing an experience that is consistent with our Sunshine Service guidelines and expectations. 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. The Customer Service Representative has three primary   objectives :    Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations.

These communications will be through phone,   email   and live chat communication and will result 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. A day in the life…    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. Responds to irate callers in a courteous, professional manner.

Performs other duties as assigned or required by   supervisor . Adheres to attendance guidelines to ensure successful contribution to   team’s   goals and performance. Flexible and willing to help work on department initiatives as needed. Meet or exceed all CSR goals. Maintain department productivity levels for customer satisfaction. Use creative problem-solving skills in questionable service requests to increase retention.

Handle large call volumes while   maintain   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. Ability to work Mon-Fri 9AM -5:30PM in our home office location, 1-2 Saturdays a month are   required .

(Note Hours of operation are subjected to change during peak seasons and holidays). Additional   responsibilities include:   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 will need to know multiple seasons that correlate to both E-Commerce and Retail product. Qualifications for the Position   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 at