Customer Service Representative

Karen Kane, Inc.; Los Angeles (CA); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

401k with partial match

Healthcare plan

Dental plan

Vision plan

Life insurance

Disability insurance

Biometric health test

Wellness program

Health webinars

Fitness challenges rewards

Gym membership discounts

Theme park discounts

Brand discounts

Job summary

Karen Kane, Inc. is seeking an Ecommerce Customer Service Representative in Los Angeles to assist customers placing online orders via phone, email, and live chat. You will resolve inquiries, upsell merchandise, and maintain knowledge of products and promotions.

The role requires bilingual English/Spanish communication, a high school diploma, and the ability to work on-site. You will collaborate with the Ecommerce team on initiatives and improve customer experiences.

Qualifications

• High school diploma or GED required.
• Experience with Gorgias, AirCall, Shopify or similar ecommerce platforms preferred.
• Bilingual in English and Spanish is required.
• Self-motivated with quick learning ability.
• Empathy and prioritization of customer needs.
• Ability to propose effective solutions.
• Energetic, upbeat personality and team player.
• MS Office knowledge (Outlook/Excel/Word).
• Ability to work independently and in a team.

Responsibilities

• Respond to customer inquiries and resolve issues.
• Assist customers with placing orders by phone; cross-sell and up-sell merchandise.
• Handle emails, phone calls, and live chat.
• Develop knowledge of products and current promotions.
• Prepare incoming ecommerce merchandise for shipment.
• Provide product details to ecommerce team to improve product descriptions.
• Communicate with departments about defective merchandise.
• Suggest process improvements for efficiency.
• Assist with order tracking and returns.
• Collaborate with Ecommerce team on related initiatives.

Skills

Bilingual EN/ES

Gorgias experience

AirCall

Shopify

MS Office

Customer empathy

Education

High school diploma

Tools

Gorgias

AirCall

Shopify

Job description

We’re looking for an Ecommerce Customer Service Representative to join our team by assisting customers placing online orders through inbound calls, outbound calls, and email correspondence. Do you have excellent communications skills and problem-solving skills? This may be the perfect job for you! This is an on-site position based in Los Angeles, CA. The ideal candidate for this job is engaging, client-centric, focused on finding solutions, and committed to providing A+ customer service.

About the Role - Job Responsibilities Include:

• Respond, answer, and resolve any customer inquiries and concerns
• Help customers place orders over the phone; increase revenue through cross-selling and up-selling merchandise
• Communicate with customers who are experiencing various issues through emails, phone calls, and live chat
• Develop and maintain a strong knowledge of our clothing and other products, as well as our current promotions
• Help receive and prepare incoming ecommerce merchandise so that it is shipment-ready for our customers
• Provide product detail to our Ecommerce team to help improve online product descriptions
• Communicate clearly with all departments in writing and/or verbally regarding defective and unacceptable merchandise
• Offer suggestions as needed to improve team processes or efficiencies
• Respond promptly and accurately to customer inquiries and requests
• Assist customers with placing, tracking, and returning orders
• Work with Ecommerce team on related initiatives and activities as needed

Qualifications - Candidate Requirements:

• High school diploma / GED
• Experience working with Gorgias, AirCall, Shopify and/or similar Ecommerce platforms systems preferred
• Ability to read, write, and speak in both English and Spanish (bilingual)
• Self-motivated with the ability to question and learn new tasks quickly
• Ability to empathize with and prioritize customer needs
• Ability to determine customer needs and provide appropriate solutions
• Highly motivated, energetic and upbeat personality
• Microsoft Office Knowledge – Outlook, Excel, and Word
• Ability to work independently and with a team

Pay range and compensation package - Benefits:

• 401k plan with partial company match
• Comprehensive healthcare, dental, and vision plan
• Voluntary life insurance, as well as short-term and long-term disability policies
• Voluntary free annual biometric health test
• Early access to company sample sales
• Company-sponsored Wellness program
• Access to free monthly health & mindfulness webinars
• Seasonal monetary awards for participation in company Fitness Challenges
• Partial healthcare-subsidized fitness membership to 10,000 gym locations across the country
• Company-subsidized discounts to theme parks & local attractions, including Disneyland, Knotts Berry Farm, Universal Studios, Legoland, Six Flags, Sea World, and Southern California sports teams; discounts to brands including Vitamix, Sonos, and others