Customer Service Team Lead- Texas/Idaho
Meet REVOLVE:
REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 45,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 20 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century. For more information please visit www.revolve.com.
At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It’s our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.
To take a behind the scenes look at the REVOLVE “corporate” lifestyle check out our Instagram @REVOLVEcareers or #lifeatrevolve.
Are you ready to set the standard for Premium apparel?
Main purpose of the Customer Service Team Lead role:
This is a full time role for a candidate who will assist Managers in training and developing customer service representatives. Answering inbound escalated calls, chats, and emails with professionalism and excellent support. Other duties may be added as needed. This is a remote Customer Service Team Lead role, open to residents in Texas and Idaho state.
*Must be available for the following shifts: Monday-Tuesday 11:30am-8:00PM PST ; Friday 8:30am-5:00 pm PST; Saturday -Sunday; 7:00am - 3:30pm PST
*This is a remote Customer Service Team Lead role, open to residents in Texas and Idaho state.
Major Responsibilities:
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Train and develop a team of customer service representatives.
• Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.
• Handle escalated customer calls, emails, and chats as needed.
• Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.
• Answer inbound telephone calls and providing excellent customer support.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
• Follow up on all written correspondence and escalate to customer service manager on duty as necessary.
• Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.
• Able to navigate proficiently through multiple systems.
• Keep current and train customer service representatives with all new policy and procedures.
Required Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
• Ability to work in a team environment
• Ability to give and receive honest and direct feedback
• Strong customer orientation with desire and willingness to help
• Strong verbal and written communication skills
• Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
• Knowledge of apparel construction and fabrication and various fashion categories
• Ability to work required overtime when business needs warrant
• Schedule flexibility as shifts can change based on needs of our customers
• Ability to work autonomously in a virtual environment
• Must be reachable and available by telephone, email, and instant message during work hours
• Ability to meet set productivity standards on an ongoing basis
• Must have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)
• Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)
• Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)
Minimum Qualifications:
• Experience with Microsoft word and excel
• High School Diploma
• Type 50+ words per minute
Preferred Qualifications:
• Some College
• 2+ years in customer service, help desk or call center experience in a retail environment
• 1+ years team leadership experience
• Type 60+ words per minute
• Working knowledge of website navigation
• Experience with Microsoft Word and Excel
A successful candidate works well in a dynamic environment with minimal supervision. At REVOLVE we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it’s what keeps us on our toes and excited to come to work every day.
For individuals assigned and/or hired to work in California, Revolve includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications.
A reasonable estimate of the current base hourly/salary range is $26.00/hr to $28.00/hr.
