E-Comm Customer Care Representative

FashionUnited; Moreno Valley (CA); On-site; USD 23,419 - 27,552; Full time

Job summary

Skechers is seeking a customer service representative to support ecommerce sales, Skechers Elite program, and store operations. You will respond to inquiries via phone, email, live chat, mail and social media, delivering a friendly, professional service in a high-volume environment.

You will utilize CRM tools and Microsoft Office to resolve issues, monitor orders and returns, and assist with Elite memberships.

Qualifications

• High School Diploma or equivalent preferred.
• Prior customer service/consumer affairs experience, preferably in a medium or high-volume contact center environment.

Responsibilities

• Assist with customer inquiries received via phone, email, live chat, mail and social media in a high-volume contact center.
• Ensure a quality experience by providing friendly, professional service.
• Efficiently and effectively utilize multiple Customer Service tools and systems, and web technologies to resolve issues on customer’s behalf.
• Monitor order and return flow.
• Process credits and exchanges for returns to SKECHERS.com.
• Assist customers with their SKECHERS Elite membership accounts.
• Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store.
• Research and troubleshoot technical issues as needed.
• Provide regular feedback to management team regarding incoming customer contacts and provide recommendations on how to improve moving forward.
• Excellent oral and written communication skills.
• Excellent organizational and time management skills.
• Familiarity with a CRM system.
• Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint.

Skills

Customer service

Communication

Time management

Problem solving

Education

High School Diploma or equivalent

Tools

CRM system

Microsoft Word

Outlook

Excel

PowerPoint

Job description

WHO WE ARE

Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of apparel and accessories, Skechers is a complete lifestyle brand.

ABOUT THE ROLE

To support the activities associated with SKECHERS ecommerce sales, SKECHERS Elite program, support SKECHERS retail stores and provide service to, and issue resolution on a first contact basis, for customers.

WHAT YOU WILL DO

• Assist with customer inquiries received via phone, email, live chat, mail and social media in a high-volume contact center.
• Ensure a quality experience by providing friendly, professional service.
• Efficiently and effectively utilize multiple Customer Service tools and systems, and web technologies to resolve issues on customer’s behalf.
• Monitor order and return flow.
• Process credits and exchanges for returns to SKECHERS.com.
• Assist customers with their SKECHERS Elite membership accounts.
• Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store.
• Research and troubleshoot technical issues as needed.
• Provide regular feedback to management team regarding incoming customer contacts and provide recommendations on how to improve moving forward.
• Excellent oral and written communication skills.
• Excellent organizational and time management skills.
• Familiarity with a CRM system.
• Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint.

REQUIREMENTS

• High School Diploma or equivalent preferred.
• Prior customer service/consumer affairs experience, preferably working directly with consumers in a medium or high-volume contact center environment.

SCHEDULE

• Work Hours - 1st / 2nd Shift.
• Must be available to work weekends.

PAY RANGE

$17 – $20 an hour.

ABOUT SKECHERS

Skechers, a global Fortune 500® company, developsand markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.

EQUAL EMPLOYMENT OPPORTUNITY

Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.

REASONABLE ACCOMMODATION

Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing [e-mail]. To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.