Customer Service Representative

Lilly Pulitzer

Job Type:
Regular

Brand Strategy
Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out.
Our Brand vision statement is: "Create Your Sunshine, A Resort State of Mind".
Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming.

Job Description

The Customer Service Representative has the primary responsibility of enhancing the experience of the Lilly Pulitzer® consumer who contacts us through the call center. This is inclusive of Ecommerce, Retail, Wholesale, and Internal consumers. Other responsibilities include delighting and appeasing the customer, representing the brand effectively to consumers, and providing an experience that is consistent with our Sunshine Service guidelines and expectations. The primary points of interaction with consumers will be through phone, email, live chat, and social channels.

The Customer Experience team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Representative is a key member of our Direct-to-Consumer team.

The Customer Service Representative has three primary objectives:

Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone, email and live chat communication and will result in increased spend levels 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 by supervisor.
• Adheres to attendance guidelines to ensure successful contribution to team's goals 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 while maintain focus on the customer at hand.
• Troubleshoot billing questions within PayPal, CyberSource, Afterpay, and Klarna .
• Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
• Work closely with our Signature Store owners, which are privately owned stores that represent our brand.
• Ability to work Mon-Fri 9AM -5:30PM in our home office location, 1-2 Saturdays a month are required. (Note Hours of operation are subjected to change during peak seasons and holidays).

Additional responsibilities include:

• Provide phone support during peak seasons, as well as during the online sale in 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 related subject; Bachelor's degree preferred.
• 1-3 years' previous customer service/ call center environment.
• 1-3 years' previous Sales, or 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.
• Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
• Ability to master the EREG POS system, along with any new POS systems that are implemented.
• Ability to understand data flows and understand how stock levels and product data is captured 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 with new technology and 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 do things The Lilly Way.

• We take pride in the pursuit of excellence
• We create our own path
• We become stronger together
• We operate with integrity
• We make the world a brighter place
• We continuously improve
• We have fun in the process

Doing Our Part

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

A Little More to Know...

• This position is classified as full-time, hourly, non-exempt position. This position is eligible for overtime and standard company benefits.
• This position is based in our of King of Prussia, Pennsylvania, home office.
• This position requires adherence to defined break times, given the nature of operating the 1-888-PB-LILLY number.
• Given the seasonality of the business, this position may require flexible, additional working hours during peak periods. There will also be blackout periods for vacation time determined by 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.

Lilly Pulitzer is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here.

Lilly Pulitzer participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish

If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact the Lilly Pulitzer Talent Development Department at 610-878-5550.

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