Customer Service Team Lead

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 16 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 Lead role:

This is a full time role for a candidate who 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

*Must be available for a Rotating Shift

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 in office once a week on a consistent basis

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 $52,000/per year to $62,400/per year.

ATTENTION:

After submitting your application, please check your spam folder for emails on your application status. Emails are sent from an ADP email address.

The following job description contains representative examples of work that will be performed in positions allocated to this classification. It is not required that any position perform all of the duties listed, so long as primary responsibilities are consistent with the work as described. Roles and responsibilities can often be expanded to accommodate changing business conditions and goals, as well as to tap into the skills and talents of the individuals in the company. Accordingly, associates may be asked to perform duties that are outside the specific functions that are listed.