Job Description

Our client, a sports apparel brand for the NFL, NBA, MBL, NHL + College, is hiring an Ecommerce Customer Service Representative to join their team.

As the Ecommerce Customer Service Representative you will serve as the primary point of contact for all customer inquiries, complaints, and issues related to orders, products, and shipping.

Duration: 3-6 month contract

Rate: $21.50/per hour DOE

Location: Irvine - ON-SITE *MUST BE LOCAL TO OC*

Hours: Monday - Friday 8:30am - 5:30pm

General Duties & Responsibilities:

• Provide a high level of customer service to both internal and external customers, handling inquiries and complaints in a professional and efficient manner.
• Resolve product issues by:
• Clarifying the customer's complaint.
• Identifying the root cause of the problem.
• Recommending and explaining the best solution.
• Expediting the correction process.
• Following up to ensure resolution.
• Collaborate with the supervisor on escalated customer and product issues.
• Contact customers to ensure approval for the release of errored orders.
• Proactively follow up with customers regarding claims and shipments.
• Work closely with the fulfillment team to manage order filing and re-shipment of lost or stolen orders, ensuring on-time delivery.
• Identify and report site-related issues (art/images, stock, or scheduling) to internal and external teams, discovered through customer inquiries.
• Expedite orders, track shipments using internal company software, and confirm order statuses.
• Administer and process Return Authorizations in accordance with company policies.
• Stay up to date on product knowledge, promotions, and deals to provide the best customer support.
• Perform other duties as assigned.

Educational Requirements:

• High school diploma or GED.
• Minimum of two years of customer service, call center or retail experience, ideally in a customer-facing role, either in person or over the phone.

Knowledge, Skills, and Abilities:

• NICE TO HAVE - experience using Zendesk or Netsuite
• Have experience managing a high-volume of customer emails, calls and live chats
• Ability to communicate clearly and calmly with customers, explaining details in a professional manner.
• Strong multitasking skills in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to interact with individuals at all organizational levels.
• Exceptional interpersonal skills, with the ability to build rapport and trust with customers, ensuring they feel supported.
• Computer literate, able to quickly and efficiently update customer records and log outcomes of interactions.

Please send your resume for immediate consideration!

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