Want more than just a job? Join Forever 21's Corporate Team and showcase your skills while working with our exceptional employees!
Position: Customer Service Representative, Call Center
Department: Customer Service
Reports to: Manager, Call Center
Direct Reports: No
FLSA Status: Non-Exempt
Location: 3880 N Mission Los Angeles, CA 90031
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.