Customer Service Representative

Hot Topic HQ - City of Industry, California - Full-time

Description

Love Customers? We do too. We’re expanding our Call Center and on the search for customer fanatics. As a Customer Service Representative (CSR), you’ll field a high volume of calls, emails and social media inquiries, resolving customer issues and provide amazing service to all inbound calling customers.  

WHAT YOU'LL DO

  • Monitor phone queue to ensure proper coverage is maintained at all times
  • Respond to emails, live chat and social media inquiries in a way that reflects our brand voice
  • Use product knowledge to suggest items to customers and properly inform them on product choice.
  • Provide feedback to management regarding current customer service processes and procedures; we’re always looking to get better! 
  • Patience – you’ll encounter customers that might need extra support and you will need to be consistent in how you provide help, including your tone and effort
  • Know our process, and  properly inform customers of order status, product availability, and manage customer expectations around it
  • Maintain all quality, productivity, reliability and sales performance standards
  • Assist with overflow calls from other concepts when needed

WHAT YOU'LL NEED

  • At least 1 year of experience working in a customer service or call center environment
  • Top notch written and verbal communication skills
  • Solid computer skills (Word/Excel/Outlook); you’ll have to be internet savvy as well
  • We get a lot of email and social media inquiries, so you’ll have to type pretty fast
  • If you’re bilingual, we’d really like that 
  • Ability to work a flexible schedule that may include early morning, evenings, weekends, and/or holidays, especially when we hit peak seasons

Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

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