Customer Service Representative

Mallory Ervin LLC; Tennessee; Remote; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer support for its growing apparel brands. This remote position offers the chance to engage with customers, resolve inquiries, and ensure a positive shopping experience. With a focus on communication and problem-solving, you'll play a key role in maintaining brand values while collaborating with various departments. The ideal candidate will possess 3-5 years of retail customer service experience and a passion for delivering exceptional service. Join a vibrant team that values customer satisfaction and fosters a supportive work environment.

Benefits

Health Insurance Stipend

PTO

Employee Discount

Qualifications

• 3-5 years of customer service experience in retail or e-commerce.
• Excellent verbal and written communication skills.

Responsibilities

• Respond promptly to customer inquiries across various platforms.
• Process returns and exchanges professionally and timely.

Skills

Customer Service Experience

Communication Skills

Problem-Solving Skills

Multitasking

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Gorgias

Zendesk

Shopify

Job description

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Job Title:Customer Service Representative

Location:Remote

Reports to:Brand Directors

Position Type:Full-Time

Company Overview:

Mallory Ervin LLC is looking for an experienced and passionate customer service representative to manage customer support for our two growingapparelbrands. As we continue to grow, we are seeking a skilled and dedicated Customer Service Representative with 3-5 years of experience in retail customer service to join our team. This individual will represent both brands and help deliver exceptional service to our valued customers.

Job Overview:

The Customer Service Representative will be responsible for providing high-quality support to our valued customers across both brands, ensuring a positive shopping experience and resolving issues effectively and efficiently. The role involves handling inquiries related to product information, returns, exchanges, shipping, quality control and more while maintaining the values and standards of each brand. This role will not only provide support,but continue to build relationships with our customer base.*Please note some weekend work is required*

Key Responsibilities:

• Respond promptly to customer inquiries via customer service platforms for both brands (Gorgias, website forms, Instagram DMs, etc.).
• Assist customers with product selections, ensuring they have accurate and helpful information regarding availability, fit, style, and fabric.
• Process returns, exchanges, and refunds in a professional and timely manner, adhering to company policies.
• Troubleshoot and resolve customer complaints, providing solutions and alternatives when necessary.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with other departments such as marketing, logistics, and the warehouse to ensure smooth resolution of customer issues.
• Provide feedback to management regarding recurring customer issues or potential improvements to product offerings and services.
• Uphold both brand’s values, ensuring consistency in tone and messaging across all customer touch points.
• Stay informed about promotions, new product launches, and company policies to assist customers effectively.
• Meet or exceed monthly customer service metrics, including response time and customer satisfaction ratings.

Qualifications:

• 3-5 years of customer service experience, preferably in retail or e-commerce settings.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and the ability to handle difficult or sensitive situations professionally.
• Proven ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience with customer service platforms (e.g., Gorgias, Zendesk, Freshdesk), Shopify, and 3PL applications is preferred.
• A positive attitude and ability to work collaboratively with a team.
• Availability on Sundays.

Preferred Skills and Attributes:

• Familiarity with the fashion retail industry and trends.
• Ability to multitask effectively across two distinct brand identities.
• Strong organizational skills and attention to detail.
• Ability to think for themselves and make decisions with the best interest of the customer and brand in mind.
• Implement new processes or platforms to build out a more robust customer service offering and ensure customers are helped kindly and quickly.

This is a full-time position, with typical hours from 9:00AM to 5:00PM Monday-Friday. Approximately 16 Sunday shifts will be required based on business needs and could be subject to change. The role is remote, with the ability to come into our office in Nashville, TN.

Compensation and Benefits:

We offer a competitive salary and benefits package, including a health insurance stipend, PTO and employee discount.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Retail Apparel and Fashion

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