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Lead Call Center Representative

Lead Call Center Representative

Job Description

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!

: Lead Customer Service Representative, Call Center

: Customer Service

Reports to
:  Supervisor, Customer Service

Direct Reports
: No

FLSA Status
: Non-Exempt

:  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

Job Requirements

Knowledge, Skills, and Qualifications:

  • Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
  • Must have 3+ years of customer service call center experience; 1-2 years of experience in a lead role is preferred
  • Must be able to process escalated customer inquiries by telephone, email, and live chat
  • Must possess strong oral and written communication and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
  • Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
  • Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
  • Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
  • Bilingual in Spanish and English preferred

Joining the Forever 21 family means joining an incredible team of talented, passionate and innovative people who work together to bring fashion to everyone, everywhere. We’re always on the lookout for talented individuals eager to thrive in our fast-paced, dynamic environment filled with vast opportunities for career growth and development. This is a place where your ideas become actualized, creativity is encouraged and the possibilities are endless. Be part of something epic. Be part of Forever 21. Apply today!

Job Snapshot

Employment Type Full-Time
Job Type Retail
Education High School
Experience Not Specified
Manages Others Yes
Industry Internet - ECommerce, Fashion - Apparel - Textile, Retail
Required Travel Not Specified
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Lead Call Center Representative

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