Customer Service Representative

Brand Overview

Our brand mission centers on inspiring confidence and optimism, encouraging everyone to shine brightly and stand out. We embrace a resort-inspired lifestyle with our vision, "Create Your Sunshine, A Resort State of Mind," and embody brand traits such as Casual Glamour, Sunny & Spirited energy, and Charmingly Disarming appeal.

Role Summary

The Customer Service Representative is tasked with enhancing the experience for Lilly Pulitzer customers connecting via our call center, encompassing Ecommerce, Retail, Wholesale, and Internal channels. This individual will ensure exceptional service aligned with our Sunshine Service guidelines through multiple modes of communication including phone, email, live chat, and social media. As a vital member of the Direct-to-Consumer team, this role demands solution-driven, innovative, and persistent customer engagement.

Key Responsibilities

• Deliver personalized, effective, and solution-focused customer interactions following Sunshine Service expectations, aimed at increasing customer spending and loyalty.
• Address escalated concerns and resolve pending issues efficiently.
• Support the Customer Service team during peak seasons and major online sale events.
• Handle customer queries and complaints promptly and accurately via phone, email, and live chat.
• Maintain and update customer records post-interactions.
• Stay well-informed of evolving brand product lines and knowledge base.
• Assist customers with online and phone orders, process exchanges and returns including those from retail purchases.
• Locate products and complete sales transactions.
• Respond to challenging customer calls professionally and courteously.
• Uphold attendance policies to meet team goals and contribute effectively.
• Demonstrate flexibility to support departmental initiatives as needed.
• Achieve or exceed customer service representative targets and maintain high productivity standards.
• Utilize creative problem-solving in complex service requests to enhance retention.
• Manage high volumes of calls with focus on individual customers.
• Troubleshoot billing inquiries related to PayPal, CyberSource, Afterpay, and Klarna.
• Liaise with retail stores to ensure customer satisfaction through policy reinforcement.
• Collaborate closely with Signature Store owners representing our brand.
• Work schedule primarily Monday to Friday, 9 AM to 5:30 PM, with one to two Saturdays monthly; hours may adjust during peak or holiday seasons.

Additional Duties

• Provide telephone support during peak periods and major sale events in August and January.
• Self-educate on current and previous seasonal product lines relevant to Ecommerce and Retail.

Qualifications

• Possession of a 2 or 4-year degree in Communications, Retail Merchandising, General Studies, or related fields; Bachelor’s degree preferred.
• 1-3 years of customer service or call center experience.
• 1-3 years of sales or retail background.
• Strong interpersonal skills, motivation, innovation, and self-starter mentality.
• Positive attitude with professional communication skills both verbal and written.
• Excellent attention to detail with effective organizational capabilities.
• Ability to manage high transaction volumes independently.
• Proficiency in Microsoft Windows and Office Suite (Word, Excel, PowerPoint).
• Capability to quickly learn and employ EREG POS and other point-of-sale systems.
• Understanding of product data flow and inventory visibility on websites.
• Friendly and engaging speaking voice with strong customer orientation.
• Adaptable to new technology and multitasking in fast-paced environments.

Company Values

• Pursuit of excellence
• Creating our own path
• Strength through unity
• Operating with integrity
• Making the world brighter
• Continuous improvement
• Enjoying the process

Corporate Responsibility

We commit to responsible practices benefiting our employees, communities, and the environment. We foster a respectful, inclusive workplace and actively seek eco-friendly practices. Employees are encouraged to support these values.

Additional Information

• This is a full-time, hourly, non-exempt position eligible for overtime and standard company benefits.
• Position is based at our King of Prussia, Pennsylvania home office.
• Compliance with defined break schedules is required due to phone operation protocols.
• Flexibility for additional hours during peak seasons as well as blackout dates for vacation as determined by management.
• Collaboration aligned with company core values and leadership principles is expected.
• Adherence to company policies and ethical standards as outlined in the employee handbook is mandatory.
• Annual performance reviews apply.
• Lilly Pulitzer is an equal opportunity employer and participates in E-Verify.
• Accommodations for disabilities are available upon request during the application process.