Customer Service Agent

Oxford Industries; Los Angeles (CA); On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Johnny Was, LLC is seeking a Customer Care Agent to enhance the customer experience across voice, email, live chat, and social channels. You will assist with order processing, account management, and subscription requests while delivering engaging, personalized service.

This hybrid role requires strong communication, problem-solving, and time-management skills, with an emphasis on accuracy and customer satisfaction.

Qualifications

• 3+ years customer service or call center experience required.
• Experience with e-commerce or start up environment strongly preferred.
• Experience with fashion brand or luxury retail.
• Exceptional communication; verbal, written and interpersonal skills.
• Critical thinker, self-starter with great attitude.
• Passionate and empathetic; a love of helping others.
• Demonstrates superior time management and organizational skills including sensitivity to urgent matters.

Responsibilities

• Assist customers through multiple channels including voice, email, live chat, social platforms, etc.
• Facilitate and assist customers in order processing, online account creation and account management
• Process online order intervention requests in accordance with corporate policy
• Provide customer support regarding order related inquiries (order status, tracking, replacements, returns, etc.)
• Facilitate and assist customer subscription requests associated with catalog, e-mail and SMS.
• Provide general support and troubleshooting with website navigation
• Escalate relevant feedback to promote customer satisfaction
• Provide cross-functional order support with E-Comm, Returns, Retail and Loss Prevention
• Act as a liaison cross-functionally to prioritize order intervention and completion
• Be SME on johnnywas.com policy, terms and conditions and product details

Skills

Customer service

Communication skills

Time management

Problem solving

Tools

Zendesk

Salesforce Commerce Cloud

Microsoft Exchange

Job description

Johnny Was, LLC At Johnny Was, our mission is to inspire free-spirited optimism through beauty, authenticity, comfort and artistic expression. California Dreaming – the ultimate destination for those who love California and the relaxed modern bohemian lifestyle it embodies.

Our Customer Care Agents will work directly with our most prized possession, our customers. You will enhance our customer experience and maximize web sale opportunity through solutions and subject matter expertise. You will contribute to department productivity and profitability by handling all customer-led requests, inquiries, and complaints in compliance with the team’s Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).

Position Overview:

• Assist customers through multiple channels including voice, email, live chat, social platforms, etc.
• Facilitate and assist customers in order processing, online account creation and account management
• Process online order intervention requests in accordance with corporate policy
• Provide customer support regarding order related inquiries (order status, tracking, replacements, returns, etc.)
• Facilitate and assist customer subscription requests associated with catalog, e-mail and SMS.
• Provide general support and troubleshooting with website navigation
• Effectively escalate relevant feedback, experiences, or issues to promote an environment of customer satisfaction
• Provide cross-functional order support in partnership with E-Comm, Returns, Retail and Loss Prevention departments
• Act as a liaison cross-functionally to prioritize order intervention and order completion
• Act as a SME on www.johnnywas.com customer policy, terms and conditions
• Act as a SME on www.johnnywas.com product, styles and collections
• Deliver exceptional customer experiences that are engaging and personalized while maintaining an environment of genuine and professional customer connections
• Maintain and cultivate effective relationships with internal departments that fosters compassion, respect and teamwork
• Adhere to and ensure compliance of company guidelines and department policies
• Perform other related duties as required and assigned

Requirements:

• 3+ years customer service or call center experience required
• Experience with e-commerce or start up environment strongly preferred
• Experience with fashion brand or luxury retail
• Exceptional communication; verbal, written and interpersonal skills
• Critical thinker, self-starter with great attitude
• Passionate and empathetic; a love of helping others
• Demonstrates superior time management and organizational skills including sensitivity to urgent matters
• Possesses adaptability, resourcefulness, ability to navigate varying request and stress tolerance
• Flexible schedule; some weekends and major holidays
• Zendesk, Salesforce Commerce Cloud, KWI, Microsoft Exchange experience a plus!

Compensation range: $20.00/Hour - $21.00/Hour

Please note this is a hybrid position and agents will be expected to come into the office 2-3 days a week.

Johnny Was is a high-growth apparel brand, which designs, markets, and sells boho-chic, vintage-inspired women's apparel and accessories in the U.S. and internationally through ecommerce, retail, and wholesale channels. For over 30 years, the Johnny Was brand has been known for uniquely beautiful and high-quality garments distinguished by colorful patterns, intricate embroidery, and great design. We strive to deliver the highest quality products and experiences supporting an aspirational California lifestyle, that is both sophisticated and timeless, on a global scale. Johnny Was is a wholly-owned subsidiary of Oxford Industries (NYSE: OXM).

Oxford Industries (NYSE:OXM) is an international apparel company headquartered in Atlanta featuring a diverse portfolio of owned lifestyle brands, consisting of Tommy Bahama©, Lilly Pulitzer©, Southern Tide©, The Beaufort Bonnet Company©, Duck Head©, Jack Rogers©, and Johnny Was©.

This Company is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here.

If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at [e-mail] or 1-888-725-1899.

U.S. EEOC: Know Your Rights Oxford Industries participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.

Johnny Was is a wholly-owned subsidiary of Oxford Industries (NYSE: OXM).

This Company is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, or any other characteristic protected by law.

If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at [e-mail] or 1-888-725-1899.