Job is located in Florin, PA.
Want more than just a job? Join Forever 21’s Corporate team and showcase your skills while working with our exceptional employees!
Position: Lead Customer Service Representative, Call Center
Department: Customer Service
Reports to: Supervisor, Customer Service
Direct Reports: No
FLSA Status: Non-Exempt
Location: 1156 4 Star Drive, Mount Joy, PA
Department Summary: Forever 21 is seeking an innovative, energetic, and passionate team player to add to our dynamic Customer Service team!
Job Purpose: The Lead Call Center Customer Service Representative is responsible for providing effective customer service to all Forever 21 call center customers by utilizing excellent, in-depth knowledge of company products and procedures. The Lead will provide support and guidance to customer service representatives on complex and escalated inquiries, ensuring that all issues are handled in a professional and mutually beneficial manner.
- Provide immediate assistance and support to customer service representatives concerning unique customer inquiries
- Remediate complex and escalated customer grievances through sound judgment and consultative measures, and recommend new procedures to prevent similar issues
- Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post
- Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues using PayPal or Cybersource systems
- Enter all relevant information regarding customer inquiries into proprietary logging and tracking system
- Identify potential fraudulent credit card transactions using Accertify technology
- Assist in ad hoc projects and miscellaneous duties as assigned by Management and Supervisors