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Job description

Meet REVOLVE:

REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 45,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century. For more information please visit www.revolve.com.

At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It’s our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.

At REVOLVE our customers are our number one priority! We roll up our sleeves to pitch in and go the extra mile to get the job done. Each day is a little different and this is what keeps us on our toes and excited to come to work every day.

To take a behind the scenes look at the REVOLVE “corporate” lifestyle check out our Instagram @REVOLVEcareers or #lifeatrevolve.

Are you ready to set the standard for Premium apparel?

The Role - Remote Senior Customer Service Representative:

REVOLVE are looking to expand our team and have an exciting opportunity for a candidate who works well in a dynamic environment. You will be required to work with minimal supervision to answer all inbound communications with professionalism, provide excellent customer support and represent REVOLVE in a way that is consistent with our organizational values.

The position is a full time, permanent position, working 8am – 5pm Monday to Friday, or such other hours as are agreed with the successful candidate, on a remote basis.

We offer a competitive salary and a contributory pension scheme.

Key Responsibilities:

As part of the role, you can be expected to carry out the following duties and responsibilities, however, other duties may be required from time to time.

• Answering inbound telephone calls and providing excellent customer support
• Responding to customer questions and comments via telephone, email, Live Chat, and SMS with speed and professionalism
• Responsibility for researching and resolving complaints to ensure customer retention and satisfaction
• Following up on all written correspondence and escalate to customer service manager on duty as necessary
• Coordinating and liaising with other departments to ensure problem resolution and working together with other customer service team members to promote an environment of customer satisfaction
• Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy
• Answering questions and helping customer service representatives who need assistance
• Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary

Required Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• 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 capable 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 (with reasonable notice)
• Schedule flexibility (with reasonable notice) as shifts can change based on needs of our customers

Remote Work Requirements:

• 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)

Minimum Qualifications:

• Experience with Microsoft Word and Excel
• High School Diploma
• Type 50+ words per minute

Preferred Qualifications:

• 1+ years in Customer Service, help desk or call center experience
• Type 60+ words per minute
• Working knowledge of website navigation

A successful candidate works well in a dynamic environment with minimal supervision. At REVOLVE we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it’s what keeps us on our toes and excited to come to work every day.

For individuals assigned and/or hired to work in California, Revolve includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. A reasonable estimate of the current base hourly/salary range is £35,360/per year to £39,520/per year.

The following job description contains representative examples of work that will be performed in positions allocated to this classification. It is not required that any position perform all of the duties listed, so long as primary responsibilities are consistent with the work as described. Roles and responsibilities can often be expanded to accommodate changing business conditions and goals, as well as to tap into the skills and talents of the individuals in the company. Accordingly, associates may be asked to perform duties that are outside the specific functions that are listed.

Job Types: Full-time, Permanent

Pay: From £17.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Application question(s):

• Are you located in the United Kingdom?
• What is your desired hourly wage?
• Are you available to work the following Schedule: Monday - Friday 8am - 5pm?

Experience:

• customer service: 1 year (required)