Customer Care Advocate

About Us

Fashion Novais the worlds leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women Men Kids and Beauty divisions. Renowned for delivering the most-wanted styles to millions worldwideFashion Novaearned the title of the Top 5 Most-Searched Fashion Brand on Google in 2022 alongside Louis Vuitton and Nike.

Founder & CEO Richard Saghian launched the brand in 2006 from a retail location in Los Angeles. After multiple store openings Saghian launched the e-commerce website forFashion Nova in 2013 pioneering a disruptive social commerce model of affordable on-trend size-inclusive clothing online powered by an innovative social media-first marketing strategy.

Today Fashion Nova has amassed over 40 million social media followers with annual sales of approximately $2 billion!

The brands name has been featured in chart-topping hit songs by Cardi B Drake 21 Savage Saweetie The Game Tyga and Offset and its styles have been worn by many celebrities artists and athletes including Meg The Stallion Ice Spice Chris Brown Floyd Mayweather Rick Ross Kourtney Kardashian and Kylie Jenner

About The Role
Under direct supervision the Customer Care Support Advocate provides support and assistance to a global customer base across a variety of platforms including web submission and social media. As a Customer Care Support 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 claims processing agent account inquiries escalated issues and other one-off tasks as needed. The work location of this position will be at our distribution center located in Santa Fe Springs California.

As the first step in our interview process you will be asked to complete a typing proficiency test.

Responsibilities

• Consistently provide quick thorough and meaningful interactions to customers through a variety of platforms including email 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 needs and scheduling step in to resolve other customer related issues including but not limited to: using email 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 Warehouse Teams 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.

Required Skills

• Minimum six (6) months - one (1) year of previous customer service contact center e-commerce or retail experience.
• High School Diploma or equivalent.
• Customer service experience is a must.
• Familiarity with contact center metrics scorecards and KPIs.
• 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: 35 or above
• Commit to a mandatory additional hours of work per week during high demand season
• Being flexible to work both weekdays and weekends
• Being able to work remotely on specified days

Benefits

• Employee Discount
• Kitchen stocked with great snacks and drinks
• Fun and friendly culture

EEOC STATEMENT

Fashion Nova Inc. and subsidiaries thereof is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit hire train and advance in employment qualified individuals in all job titles without regard to race color national origin gender sexual orientation gender identity religion age status as a protected veteran criminal history or status as an individual with a disability; and shall not discriminate against any individual any such characteristic nor any other classification protected by local state andor federal law.

NOTICE AT COLLECTION