THE PURPOSE: As a DTC Customer Service Specialist, you are front-line brand representative when a customer has a question, needs a problem resolved or generally needs help with our product. You are responsible for curating the customers experience with the brand and building a relationship that is second to none in the industry. You will have an overall responsibility for providing call center support to our customers in a manner that reinforces our brand values and ensures a superior customer experience. You will help transition True Religion’s Customer Care function in-house, be an active member of the team and support the policies and procedures for TrueReligion.com and the retail store fleet. You are an expert in all of our systems and processes and can resolve discrepancies quickly and positively. You are brand-savvy, a strong cultural fit that is as comfortable on the computer as you are holding an engaging conversation on the phone.

YOU ARE:

• An excellent communicator, both written and verbal
• A motivated problem solver who is able to think outside of the box in order to solve discrepancies and issues quickly and positively
• Passionate about building a brand through customers experience and creating relationships
• Able to upsell by utilizing opportunities to explain features and benefits, suggesting the correct items to fit the needs and transmitting your love of the product
• Detail oriented, self-motivated entrepreneur excited about an opportunity to build something from the ground up.

THE ROLE:

• Support and provide superior service to customers.
• Address customer issues and ensure effective and long-term problem resolution.
• Provide timely and accurate information to customers regarding order status and product knowledge requests; also providing timely feedback to the company regarding any issues or customer concerns.
• Process customer orders and changes according to company procedures.
• Build rapport with customers and interact with them in a warm, friendly and professional manner.

JOB DESCRIPTION:

• Ensure customers understand product information, and provide additional information to customers as needed.
• Listen attentively to customer needs and concernsSuggest new ways to solve customer problems and improve the customer experience.
• Prioritize call responses and timeliness of follow-up based on urgency of call, and escalate unresolved issues in a timely manner.
• Answer inquiries by researching, locating, and clarifying desired information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests
• Maintain call center database by accurately entering new information.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization

REQUIRED MINIMUM EXPERIENCE:

• 1 year of customer service experience within a Call Center or Retail Store
• Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
• Strong passion for the fashion industry and the True Religion brand;
• Problem solving skills, demonstrating good judgment.
• Detail and customer service oriented
• Strong organizational and planning skills, the ideal candidate will thrive in a fast-paced, high energy environment
• Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills

PREFERRED EXPERIENCE:

• 3 years of experience in a high volume eCommerce call center
• Experience with Epicor Retail, Full Circle or other enterprise POS/ERP systemsLuxury retail environment