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DTLR, Inc. · 1 week ago

Customer Service Representative - Reading, PA

Reading, PA

Full-time

Onsite

Entry, Mid Level

2+ years exp

DTLR, Inc. is seeking dedicated employees to join their team as Customer Service Representatives. The role involves providing exceptional customer service, resolving inquiries and issues, and supporting various departments to enhance customer experience.

ApparelFashionRetail

Responsibilities

Committed to providing a stellar customer experience. Understand, anticipate, and resolve customer inquiries and issues in a friendly, helpful manner; delighting customers whenever possible

Become an expert on DTLR and the products sold on our website (www.dtlr.com) and at our brick and mortar store locations. Offer advice and help customers find what products they need to fill their particular needs

Quickly and thoroughly solve problems for customers when deliveries, transactions or experience don't go 100% as planned

Excited to provide thoughtful, strategic insight regarding customer needs to our marketing, operations, merchandise, and community engagement departments. Identify and escalate priority issues that need immediate attention, route more complex issues to appropriate department

Do whatever it takes to make the customer happy

Generate refunds and handle credits

Track shipments and handle returns

Answer all inbound phone calls

Work to fix not only the immediate issue but also dig for underlying problems and proactively document and hand them off for resolution

Handle special projects as needed

Qualification

Customer serviceCommunication skillsEcommerce platformsBilingual (English/Spanish)Self-sufficientBasic accountingOrganizational skillsProblem-solvingAdaptabilityCollaboration

Required

Passionate about customers. Strong affinity for people and ability to get along with anyone and everyone. You love developing relationships with customers, delighting them with your positive attitude and outstanding customer service skills

Communication skills. Exceptional communication skills with customers and team members; friendly and pleasant demeanor over email and phone. Must be comfortable talking with customers on the phone as needed. Bilingual a plus (English/Spanish)

Hands-on. You are comfortable with a high volume of support issues to be addressed and have fast writing skills. You thrive in a fast paced, growth company environment

Organized and detailed oriented. Excellent organizational skills, multi-tasking skills and attention to detail

Resourceful. You see a project from idea stage through successful completion - and whatever it takes to make it a success, and your job will be fast-paced. Hurdles are inevitable, but you take it upon yourself to take ownership, assess options and get something done

Tech savvy. Able to understand the basic workings of ecommerce platforms; experience with Magento systems a plus

Experience. 2+ years related experience

Self sufficient. Ability to work independently and make decisions with minimal supervision

Not afraid of math. Some basic accounting experience a plus