Customer Care Advocate
Fashion Nova, LLC
Milpitas, California
customer care
advocate
customer care
fashion
team
customer service
advocate
social media
media
complaints
resolving
training
commerce
July 11, 2023
Fashion Nova, LLC
Milpitas, California
*Customer Care Advocate
at FN Logistics, LLC Santa Fe Springs, CA Fashion Nova is a leading, digital and social commerce platform, and is one of the most visible fashion brands today.
Fashion Nova was founded in 2006 when our first store opened its doors.
Fast forward to 2013, Fashionnova.com and @fashionnova were born - our customers became our models and social media became our runway.Fashion Nova was built on the backbone of individuality and inclusiveness.
Today, Fashion Nova is worn and celebrated by the hottest musicians, influencers and fashionistas.
Our go-to-market strategy enables style innovation at warp speed, and at an accessible price point.
With no plans on slowing down, Fashion Nova is set to provide everyone equal accessibility to fashion.
Summary
Under direct supervision, the Customer Care Advocate provides support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media.
As a Customer Care Advocate, your role is to support the Customer Care Team while working to maintain positive relationships between departments and servicing the needs of the customer.
You must be an effective communicator and a multitasking guru.
Primary responsibilities include handling customer s inquiries, complaints, escalations, claims, and other tasks as needed.
Essential Functions
Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, chat, web submission, and social media.
Use different systems / software as needed to complete the tasks, such as Salesforce, Shopify, HighJump, etc.
Respond and resolve a variety of issues using our CRM while providing a high level of service in a timely manner.
Communicate with all teams to reach the best solution for new issues and/or problems that arise.
Assist customers to resolve their issues, including but not limited to, credits, refunds, returns, order problems, missing / damaged items, shipping / tracking, claims, inventory, sizing, feedback / complaints as necessary.
Handle communications between transport companies and internal teams to ensure successful claim processing.
Resolving higher tier level issues that are escalated from other agents.
Depending on the company's needs and scheduling, step in to resolve other customer related issues, including but not limited to, making outbound calls, handling incoming calls, using chat services, upselling, assisting with training, offering feedback, or responding / resolving reviews and complaints as needed.
Support other customer care center locations by answering questions, resolving issues, or assisting with training.
Assist the WCS Team with locating and supplying missing customer information requests.
Work collaboratively with other agents to achieve key performance metrics and reach goals.
Demonstrate accountability for daily performance (i.e.
AHT, FCR, CSAT, occupancy, adherence, and attendance).
Use available knowledge / training tools to maintain proficiency across all channels and assigned skills.
Complete special projects as requested by the management team.
Any other duties assigned by management.
Education & Experience Requirements
Three (3) to five (5) years of previous customer service, contact center, e-commerce, or retail experience.
High School Diploma or equivalent.
Knowledge & Skill Requirements
Customer service experience is a must.
Familiarity with contact center metrics, scorecards, and KPI s.
Customer centric attitude with stellar quality attributes in tone/demeanor/critical thinking.
Experience using online software applications and services.
Familiarity with CRM Tools, such as Salesforce.
High ability to work efficiently and quickly without a lack of superior quality.
Exceptional attention to detail and quality control.
Ability to work autonomously to organize and prioritize workload in a dynamic environment.
Effective communication and interpersonal skills.
Work both independently and as part of a team in a fast-paced multi-tasking environment.
Flexible thinker, that is able to adapt and customize responses to customers.
Ability to work with direct supervision, and work well with others at all levels in the organization.
Typing WPM:
45 or above
What's in it for you
Advancement opportunities
Daily pay on earned wages
Employee Discount
Medical, Dental and Vision Coverage
401k Match
Company sponsored events/lunches
Associated topics:
agente de servicio al cliente, call center representative, call center specialist, coordinator, customer care, customer care representative, customer service, customer service associate, system support, tsr
at FN Logistics, LLC Santa Fe Springs, CA Fashion Nova is a leading, digital and social commerce platform, and is one of the most visible fashion brands today.
Fashion Nova was founded in 2006 when our first store opened its doors.
Fast forward to 2013, Fashionnova.com and @fashionnova were born - our customers became our models and social media became our runway.Fashion Nova was built on the backbone of individuality and inclusiveness.
Today, Fashion Nova is worn and celebrated by the hottest musicians, influencers and fashionistas.
Our go-to-market strategy enables style innovation at warp speed, and at an accessible price point.
With no plans on slowing down, Fashion Nova is set to provide everyone equal accessibility to fashion.
Summary
Under direct supervision, the Customer Care Advocate provides support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media.
As a Customer Care Advocate, your role is to support the Customer Care Team while working to maintain positive relationships between departments and servicing the needs of the customer.
You must be an effective communicator and a multitasking guru.
Primary responsibilities include handling customer s inquiries, complaints, escalations, claims, and other tasks as needed.
Essential Functions
Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, chat, web submission, and social media.
Use different systems / software as needed to complete the tasks, such as Salesforce, Shopify, HighJump, etc.
Respond and resolve a variety of issues using our CRM while providing a high level of service in a timely manner.
Communicate with all teams to reach the best solution for new issues and/or problems that arise.
Assist customers to resolve their issues, including but not limited to, credits, refunds, returns, order problems, missing / damaged items, shipping / tracking, claims, inventory, sizing, feedback / complaints as necessary.
Handle communications between transport companies and internal teams to ensure successful claim processing.
Resolving higher tier level issues that are escalated from other agents.
Depending on the company's needs and scheduling, step in to resolve other customer related issues, including but not limited to, making outbound calls, handling incoming calls, using chat services, upselling, assisting with training, offering feedback, or responding / resolving reviews and complaints as needed.
Support other customer care center locations by answering questions, resolving issues, or assisting with training.
Assist the WCS Team with locating and supplying missing customer information requests.
Work collaboratively with other agents to achieve key performance metrics and reach goals.
Demonstrate accountability for daily performance (i.e.
AHT, FCR, CSAT, occupancy, adherence, and attendance).
Use available knowledge / training tools to maintain proficiency across all channels and assigned skills.
Complete special projects as requested by the management team.
Any other duties assigned by management.
Education & Experience Requirements
Three (3) to five (5) years of previous customer service, contact center, e-commerce, or retail experience.
High School Diploma or equivalent.
Knowledge & Skill Requirements
Customer service experience is a must.
Familiarity with contact center metrics, scorecards, and KPI s.
Customer centric attitude with stellar quality attributes in tone/demeanor/critical thinking.
Experience using online software applications and services.
Familiarity with CRM Tools, such as Salesforce.
High ability to work efficiently and quickly without a lack of superior quality.
Exceptional attention to detail and quality control.
Ability to work autonomously to organize and prioritize workload in a dynamic environment.
Effective communication and interpersonal skills.
Work both independently and as part of a team in a fast-paced multi-tasking environment.
Flexible thinker, that is able to adapt and customize responses to customers.
Ability to work with direct supervision, and work well with others at all levels in the organization.
Typing WPM:
45 or above
What's in it for you
Advancement opportunities
Daily pay on earned wages
Employee Discount
Medical, Dental and Vision Coverage
401k Match
Company sponsored events/lunches
Associated topics:
agente de servicio al cliente, call center representative, call center specialist, coordinator, customer care, customer care representative, customer service, customer service associate, system support, tsr
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