Customer Service Representative, Call Center

Forever 21 Los Angeles , CA 90009

Posted 2 months ago

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

Job Purpose:

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.

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Customer Service Representative, Call Center

Forever 21