Remote Customer Service Temp - Weekends Required!

Fourth Floor is a fashion brand seeking a Customer Service Representative to support their team on a temporary basis. This remote role involves addressing customer issues, providing proactive solutions, and ensuring high standards of service delivery.

Responsibilities:

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly
• Coordinate with other departments such as Store Operations, Risk Management, and Internal Audit to resolve escalated issues that require subject matter expertise beyond the contact center
• Partner with management team to follow up on escalated cases, ensuring service levels and quality expectations are consistently met
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques
• Help new agents refine their problem-solving skills by sharing best practices and assisting with difficult contacts as needed
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction
• Resolve routine customer requests related to orders, products, returns, and other services as needed
• Meet department Key Performance Indicators (KPIs) to maintain high standards in service delivery
• Adhere to PCI standards to ensure secure handling of consumer data across all brands

Requirements:

• 1 to 3 years customer service experience
• High School degree or equivalent experience in Customer Service Industry
• Exceptional verbal and written communication skills, with the ability to convey information clearly and professionally across all channels
• Strong customer service and interpersonal skills, including the ability to build positive rapport and handle escalated situations with patience and tact
• Professionalism and empathy in all interactions, maintaining a positive and upbeat attitude with customers regardless of outside factors
• Retail customer service experience a plus
• Candidates with references are always preferred by our clients