Customer Service Representative

The Customer Service Representative has three primaryobjectives:

Provide exceptional solution-oriented and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phoneemailand live chat communication and will result in increasedspendlevels and high retention.

Play a key role in finding solutions for escalated scenarios and resolving open issues.

Provide overall support for the Customer Service team during peak seasons and online sale events.

A day in the life

• Handle all customer inquiries and complaints via phone email and live chat promptly accurately and efficiently.

• Document and update consumer records based on interactions.

• Maintain a knowledge base of the evolving LP brand.

• Listen and respond appropriately while placing online and/or telephone orders.

• Service and process e-commerce exchanges.

• Process manual returns and exchanges resulting from Retail purchases.

• Locate items and complete the sale for Consumers.

• Responds to irate callers in a courteous professional manner.

• Performs other duties as assigned or required bysupervisor.

• Adheres to attendance guidelines to ensure successful contribution toteamsgoals and performance.

• Flexible and willing to help work on department initiatives as needed.

• Meet or exceed all CSR goals.

• Maintain department productivity levels for customer satisfaction.

• Use creative problem-solving skills in questionable service requests to increase retention.

• Handle large call volumes whilemaintainfocus on the customer at hand.

• Troubleshoot billing questions within PayPal CyberSourceAfterpay andKlarna .

• Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.

• Work closely with our Signature Store owners which are privately owned stores thatrepresentour brand.

• Ability to work Mon-Fri 9AM -5:30PM in our home office location 1-2 Saturdays a month are. (Note Hours of operation are subjected to change during peak seasons and holidays).

Additionalresponsibilities include:

• Provide phone support during peak seasons as well as during the onlinesalein August and January each year.

• Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.

Qualifications for the Position

• 2 or 4-year degree in communications retail merchandising general studies or other closely relatedsubject;Bachelorsdegree preferred.

• 1-3yearspreviouscustomer service/ call center environment.

• 1-3 yearspreviousSalesor retail experience

• Excellent interpersonal and motivational skills innovative and self-starter.

• Positive attitude and an engaging businesslike approach.

• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.

• Excellent attention to detail and organizational skills.

• Ability to perform a high volume of transactions accurately with limited supervision.

• Proficiencyin using personal computers includingproficiencyin Microsoft Windows Word Excel and Power Point.

• Ability to master the EREG POS system along with any new POS systems that are implemented.

• Abilityto understand data flows and understand how stock levels and product dataiscaptured and populated on the website.

• Ability to work comfortably and productively in all MS Office Applications

• Pleasant friendly and engaging speaking voice

• Exceptional solution-oriented nature

• Comfort in dealing withnew technologyand systems.

• Ability to multi-task while managing time.

• Demonstrated ability to work in a fast-paced environment.

Our Core Values: The Lilly Way.Rooted in our bold original and inclusive brand outlook these principles define how we dothingsThe Lilly Way.

• We take pride in the pursuit of excellence

• We create our own path

• We become stronger together

• Weoperatewith integrity

• We make the world a brighter place

• We continuously improve

• We have fun in the process

Doing Our Part

As acompanywe commit to corporate social responsibility.We believe in doing the right thing for our people the places we work and our planet.Webelieve in a respectful and inclusive workplace.We recognize the importance of serving the communities where our employees work and live.We arecognizantof the impact that our operations can have on the environment and actively explore and pursueenvironmentally-friendlyprocesses throughout our business.This position is expected to contribute to the advancement of these principles.

A Little More to Know

• This position is classified asfull-time hourly non-exempt position. This position is eligible for overtime and standard company benefits.

• This position is based inourof King of PrussiaPennsylvania home office.

• This position requires adherence to defined break times given the nature ofoperatingthe 1-888-PB-LILLY number.

• Given the seasonality of the business this position may require flexibleadditionalworking hours during peak periods. There will also be blackout periods for vacation timedeterminedby the Customer Service Supervisor and the Retail Operations Manager

• This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.

• This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.

• This position is reviewed annually.