E-Commerce Customer Service Representative - Seasonal/Back to School

Irvine, CA
United States

Tilly's

1001 to 5000 employees

Tilly's likely has an Ollie or a Hang Ten up its stores' sleeves. Through its World of Jeans & Tops subsidiary, the company operates a chain of specialty retail stores that sell surf and skateboard apparel, footwear, and accessories. Its stores offer Hurley, Levi's, LRG, Neff, and other brands, as well as its own brands (RSQ, Full Tilt, Blue Crown, and Infamous). It operates some 126 stores under the Tilly's banner; most are located in California, Arizona, Nevada, and Florida, but it also has a presence in seven other states. The company traces its roots back to 1982, when founders Hezy Shaked and Tilly Levine opened their first store in Orange Country, California. Tilly's filed to go public in 2011.

Company Info

Job description

SUMMARY:

The following is a brief description of responsibilities to be performed by the Customer Service Representative. Job responsibilities include, but are not limited to the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Assisting customers via phone, email and chat regarding placing orders, order confirmation, product/promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention.
  • Work directly with customers to resolve order-related issues.
  • Works closely with manager to improve customer service related operations.
  • Assist with warehouse fulfillment center to ensure smooth order process.
  • Log and tack incoming and outgoing telephone calls, as well as, report call volume data and issues to management following established guidelines and procedures.
  • Perform other duties as assigned and apparent.

QUALIFICATION REQUIREMENTS:

  • Proficient in the use of Excel and MS Word.
  • Ability to perform all essential duties and responsibilities listed above.
  • Detail oriented and organized.
  • Strong verbal and written communication skills.
  • Excellent customer service skills.
  • Self-starter with strong problem solving skills and ability to prioritize workload.
  • Able to effectively use common office equipment.
  • Ability to reprioritize projects frequently.
  • Must have ability to multitask.
  • Independent, self-motivated, team player.
  • Able to effectively communicate with all levels of staff and management.

EDUCATION and/or EXPERIENCE:

  • 1-2 years of customer service experience preferred.
  • High School Diploma required.
  • Bachelors Degree preferred.

LANGUAGE SKILLS:

  • Excellent interpersonal skills.
  • Strong verbal and written communication.
  • Proficient in English

CERTIFICATES, LICENSES, REGISTRATIONS:

  • N/A

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to sit, stand, and operate business equipment.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

  • Typical office environment with low level noise exposure.

Tilly’s will consider applicants with criminal histories in a manner consistent with the requirements of state and federal law and any municipal ordinances applicable to the locations where Tilly’s conducts business, including provisions commonly referred to as “Ban the Box” statutes and ordinances.

Company Description

Tilly's is a leading specialty retailer in the action sports industry selling clothing, shoes, and accessories. We opened our first store in Southern California in 1982 and have grown to 225 stores in 32 states. Tilly's offers one of the largest assortments of brands and merchandise from the top players in the surf, skate, motocross and lifestyle apparel industries available both in stores and online at tillys.com. Our knowledge of ever-evolving trends and our access to the most popular brands allows us to have an unparalleled assortment of merchandise. Our selection and the look and feel of our stores are distinct and create a shopping experience that is unique, creative and fun.

Work location: Irvine, CA

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