Customer Service Representative, Call Center

At Forever 21, style isn’t dictated…It’s inspired. Forever 21 is the leading fashion retailer of the latest trends and the season’s hottest styles at can’t-resist-prices. U.S. and international locations stay true to the fast-fashion destination’s iconic store aesthetic giving fashion fans all over the globe the unforgettable shopping experience that is the one and only Forever 21.

: The 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 Representative is responsible for ensuring that all issues are handled in a professional and mutually beneficial manner.

* Answer a high volume of inbound calls in order to remediate customer grievances in accordance with pre-established company guidelines and procedures * Enter all relevant information regarding customer inquiries into proprietary logging and tracking system * 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 * Identify potential fraudulent credit card transactions using Accertify technology * Advise customers on newly available items and promotions to drive overall sales * Provide support to Call Center Department through the performance of ad hoc tasks

* 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 at least 1 year of customer service call center experience * Must be able to process escalated customer inquiries by telephone, email, and live chat * Must possess strong oral and written communication (both English and Spanish) 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 Spanish and English preferred