Customer Service Representative

WSS; Gardena (CA); Hybrid; USD 21,000 - 30,000; Full time

Job summary

WSS in California is seeking a full-time Customer Service Associate to provide outstanding support to online and in-store customers. You will take calls and process phone orders, assist with customer concerns, and guide colleagues on sales and returns through our POS system.

The role requires a high school diploma and at least one year of customer service experience, strong English communication, and basic computer skills.

Qualifications

• High school diploma and one year minimum in customer service
• Strong written and verbal English communication
• Basic computer skills and internet navigation

Responsibilities

• Take customer calls and process phone orders
• Assist store personnel with customer concerns
• Resolve customer complaints via phone, email, live chat or social media
• Manage FedEx claims (lost/damaged packages)
• Refund canceled orders
• Instruct stores on all sale and return orders through POS system
• Resolve all chargeback disputes
• Provide omni-channel support (in-store pickups, routing issues, etc.)

Skills

Excellent communication

Multitasking

English proficiency

Problem solving

Team collaboration

Education

High school diploma

Tools

Microsoft Excel

MS Word

PCI compliance knowledge

Job description

• Base Pay $18.47 - $18.47 / Hour
• Job Category Customer Service
• Employee Type FT CORP
• Required Degree High school

Contact information

Description

POSITION OVERVIEW:

To be attentive to customers by providing excellent customer service and being responsive toboth online and in-store customers

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for taking customer calls/phone orders
• Responsible to assist store personnel with customer’s concerns.
• Resolve customer complaints viaphone, email , live chator social media
• Manage and deal with FedEx claims (lost packages, damaged merchandise, stuck in transit or no movements)
• Refund canceled orders.
• Instruct stores on allsaleandreturn orders through POS System
• Resolve all chargeback disputes
• Omni-channel support (issues with pick-ups in store, routing/reroute issues, ad hoc issues, etc.)

QUALIFICATION REQUIREMENT

To perform this job successfully, an individual mustbe able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have reliable internet access.

EDUCATION and/or EXPERIENCE REQUIREMENTS:

• Highschool Diplomaand one-year minimum working in Customer Service

LANGUAGE/MATHEMATICAL SKILLS:

• Excellent communication skills, both written and verbal; proven track-record in communicating with all levels of management
• Proven editorial skills, demonstrating a strong and creative command of the English language
• Proficiency with retail math concepts (addition, subtraction, multiplication, division, and percentages)

OTHER SKILLS and ABILITIES:

• Basic abilities to navigate theinternet
• Well versed inPCI compliance practices and procedures isa plus
• Basic computer skills
• Product knowledge
• Basic skills in Excel&MS Word
• Ability to read and comprehend simple instructions and memos
• Ability to effectively answer customer's questions, multitask and communicate with co-workers
• Flexible schedule and available for holiday is a must

WORK ENVIORNMENT:

The job operates ina clerical, office setting. The role routinely uses standard office equipment such as computers, phones, and printers. While performing the duties of this job; the employee is regularly required to sitfora long period of time in front ofa computer screen; use hands to finger, handle, orfeel; and talk or hear. Assistwith complaints, orders, account questions, billing , cancellations, or inquiries. **Remote work is be available upon successful completion of training. However, this arrangement is subject to change at any time based on business needs, and employees may be required to return to working full-time in the office at any time.

PHYSICAL DEMANDS

The physical demands described hereare representative ofthosethat must bemetbyan employee to successfully perform the essential functions of this job. While performing thedutiesof this job, the employee is regularly required to talk orhear.Thisis largely a sedentary role: however, some filing is required.

POSITION TYPE AND EXPECTED HOURS OF WORK

Thisisafull-timeposition.Daysandhoursofwork are Sunday through Saturday. Musthaveopen availability with occasional evenings shifts.

ABOUT WSS:

WSS is the premier footwear retailer in the U.S. doing business in neighborhood-based stores. Consumers trust WSS for thebest brands, greatest values, and largest selection of athletic, dress, fashion, and casual footwear for the entire family. Our large store format enables usto showcase thousands of styles from top brands like Nike, Jordan, Vans, Converse, Adidas, Puma, Skechers, etc.In addition, WSS carries high quality private brands augmenting the breadth of selection to deliver amazing value to our customers.

Founded in Southern California in 1984 by entrepreneur Eric Alon, all WSS stores feature a unique retail format that displays every style andsize. This allows customers to browse on their terms, inahassle-free environment, engaging the friendly and knowledgeable sales staff when they choose. The success ofthis business modelhas allowed WSSto continue its rapid expansion intonew markets. WSS currently operates stores throughout California, Nevada, Arizona, Florida and Texas.