Customer Service Representative

Job Description

Job Description

Karen Kane is a well-established apparel brand that has been manufacturing women’s apparel for nearly 45 years. We're a certified B Corp brand and have experienced rapid growth in recent years through ecommerce while continuing to have successful long-lasting relationships with major stores like Nordstrom and Bloomingdale’s.

From our start, our company has remained family-run and privately owned.

We’re looking for a Customer Service Representative to assist customers placing online orders through inbound calls, outbound calls, and email correspondence.

Do you have excellent communications skills, patience, and problem solving skills? This may be the perfect job for you! This is an on-site position based in Los Angeles, CA.

The ideal candidate for this job is engaging, client-centric, focused on finding solutions, and committed to providing A+ customer service.

Job Responsibilities Include :

• Respond, answer, and resolve any customer inquiries and concerns
• Communicate with customers who are experiencing various issues through emails, phone calls, and live chat
• Develop and maintain a strong knowledge of our clothing and other products, as well as our current promotions
• Help receive and prepare incoming ecommerce merchandise so that it is shipment-ready for our customers
• Provide product detail to our Ecommerce team to help improve online product descriptions
• Assist in managing the inventory for our growing Accessories and Home Goods categories
• Document product defects and provide detailed feedback to Shipping and Buying departments
• Communicate clearly with all departments in writing and / or verbally regarding defective and unacceptable merchandise
• Offer suggestions as needed to improve team processes or efficiencies
• Respond promptly and accurately to customer inquiries and requests
• Assist customers with placing, tracking and returning orders
• Work with Ecommerce team on related initiatives and activities as needed

Candidate Requirements :

• High school diploma / GED
• Experience working with Shopify Plus, Freshdesk, Five9 and / or similar ticket systems is preferred
• Quality control / assurance experience preferred
• Ability to read, write, and speak in both English and Spanish (bilingual)
• Self-motivated with the ability to question and learn new tasks quickly
• Ability to empathize with and prioritize customer needs
• Ability to determine customer needs and provide appropriate solutions
• Highly motivated, energetic and upbeat personality
• Microsoft Office Knowledge Outlook, Excel, and Word
• Ability to work independently and with a team

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