Customer Service Representative

Torrid is committed to cultivating a welcoming and inclusive culture. In this role, you will resolve customer issues and provide superior customer service to ensure return business, reporting to the Customer Service Supervisor.

Responsibilities:

• Monitors phone queue to ensure proper coverage is maintained at all times
• Utilizes exemplary writing skills to respond to customer emails, live chats, and social media inquiries
• Uses product knowledge to suggest items to customers and properly inform them on product choice
• Responds to all customer voice-mail messages and e-mails within a 24-hour period
• Provides feedback to management regarding current customer service processes and procedures
• Utilizes follow through skills to resolve outstanding customer questions and/or issues
• Understands department procedures to properly inform customers of order status, product availability, and manage customer expectation
• Completes daily administrative projects on time and correctly
• Maintains all quality, productivity, reliability and sales performance standards

Requirements:

• Minimum of 1 year customer service experience in an online call center environment or equivalent
• Excellent written and verbal communication skills
• Strong computer skills (Word/Excel/Outlook); needs to be Internet savvy
• Type at a minimum of 40 words per minute
• Strong attention to detail, organizational and follow-up skills
• Ability to work a flexible schedule that may include early morning, evenings, weekends, and/or holidays
• Illustrates dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly
• Bilingual English/Spanish; fluent in writing, reading, speaking