Customer Service Lead

REVOLVE is a next-generation fashion retailer targeting Millennial and Generation Z consumers. The Spanish Customer Service Lead will assist in training and developing customer service representatives while managing escalated customer interactions via calls, chats, and emails.

Responsibilities:

• Train and develop a team of customer service representatives
• Review email, chat, and phone call communications ensuring that company policies and ideals are upheld
• Handle escalated customer calls, emails, and chats as needed
• Respond to customer questions and comments via phone, email, and live chat with speed and professionalism
• Answer inbound telephone calls and providing excellent customer support
• 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
• Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction
• Able to navigate proficiently through multiple systems
• Keep current and train customer service representatives with all new policy and procedures

Requirements:

• 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
• Schedule flexibility as shifts can change based on needs of our customers
• Ability to work autonomously in a virtual environment
• Must be reachable and available by telephone, email, and instant message during work hours
• Ability to meet set productivity standards on an ongoing basis
• Must have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)
• Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)
• Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)
• Experience with Microsoft word and excel
• High School Diploma
• Type 50+ words per minute
• Some College
• 2+ years in customer service, help desk or call center experience in a retail environment
• 1+ years team leadership experience
• Type 60+ words per minute
• Working knowledge of website navigation
• Experience with Microsoft Word and Excel