Customer Service Representative, Call Center
Forever 21 - Los Angeles, CA

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Job Description:
Want more than just a job? Join Forever 21’s Corporate
team and showcase your skills while working with our
exceptional employees!
Position: Customer Service Representative, Call Center
Department: E-Commerce Customer Service
Reports to: Supervisor, Customer Service
Direct Reports: No
FLSA Status: Non-Exempt
Location: 3880 N Mission Los Angeles, CA 90031
Department Summary: Forever 21 is seeking an innovative,
energetic, and passionate team player to add to our
dynamic Customer Service team!
Job Function: The Call Center Customer Service
Representative is responsible for providing effective
customer service to all Forever 21 Call Center customers
by utilizing excellent, in-depth knowledge of company
products and procedures. The Representative is
responsible for ensuring that all issues are handled in
a professional and mutually beneficial manner.

  • Answer a high volume of inbound calls in order to
remediate customer grievances in accordance with
pre-established company guidelines and procedures
  • Enter all relevant information regarding customer
inquiries into proprietary logging and tracking system
  • Investigate lost or delayed orders by tracking
shipment paths via UPS, FedEx, USPS, UBX Express,
Purolator, and Canada Post
  • Provide detailed step-by-step instructions to
customers concerning website navigation and browsing,
order statuses, and tracking/payment issues using PayPal
or Cybersource systems
  • Identify potential fraudulent credit card transactions
using Accertify technology
  • Advise customers on newly available items and
promotions to drive overall sales
  • Provide support to Call Center Department through the
performance of ad hoc tasks

Knowledge, Skills, and Qualifications:
  • Must have a High School diploma; Academic degree,
certification, or trade school experience in a relevant
subject matter (e.g. Customer Service, Communications,
Business Management) is preferred, but not required
  • Must have at least 1-2 years of customer service call
center experience
  • Must be able to process escalated customer inquiries
by telephone, email, and live chat
  • Must possess strong oral and written communication and
listening skills in order to effectively communicate
with customers and all levels of employees in the
organization, as well as managing confrontational and
escalated customer complaints in a controlled and
courteous manner
  • Must have general computer knowledge and the ability
to type at least 35 words per minute with minimum 92%
  • Must demonstrate the ability to assess situations and
provide quick and educated decisions to rectify customer
complaints and conflict
  • Must be able to work a flexible schedule to meet the
needs of the business during peak seasons and special
  • Bilingual in Spanish/English or French/English
At Forever 21, style isn’t dictated…It’s inspired.
Forever 21 is the leading fashion retailer of the latest
trends and the season’s hottest styles at
can’t-resist-prices. U.S. and international locations
stay true to the fast-fashion destination’s iconic store
aesthetic giving fashion fans all over the globe the
unforgettable shopping experience that is the one and
only Forever 21.
Joining the Forever 21 family means joining an
incredible team of talented, passionate and innovative
people who work together to bring fashion to everyone,
everywhere. We’re always on the lookout for talented
individuals eager to thrive in our fast-paced, dynamic
environment filled with vast opportunities for career
growth and development. This is a place where your ideas
become actualized, creativity is encouraged and the
possibilities are endless. Be part of something epic. Be
part of Forever 21. Apply today!
Req. Code : 14159
Division/Department : Corp - ECUS: E-Commerce Customer

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