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REVOLVE · 20 hours ago

Customer Service Lead

United States

Full-time

Remote

Entry, Mid Level

$26/hr - $28/hr

2+ years exp

REVOLVE is a next-generation fashion retailer focused on Millennial and Generation Z consumers, delivering an engaging customer experience. The Spanish Customer Service Lead role involves training and developing customer service representatives, handling escalated customer inquiries, and ensuring high-quality support across various communication channels.

E-CommerceFashionRetail

Responsibilities

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

Qualification

Customer serviceTeam leadershipMicrosoft WordMicrosoft ExcelHigh-volume call centerApparel knowledgeTyping speed 50+ wpmTyping speed 60+ wpmWebsite navigationWritten communicationVerbal communicationFeedback skills

Required

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 autonomously in a virtual environment

Must be reachable and available by telephone, email, and instant message during work hours

Ability to meet set productivity standards on an ongoing basis

Must have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)

Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)

Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)

Experience with Microsoft word and excel

High School Diploma

Type 50+ words per minute