Customer Service Rep

Boden is seeking a Customer Service Representative willing to provide our customers with an excellent and outstanding level of customer service. The Contact Center is open seven days a week with the CSR position being a full-time, flexible position working with a start time of 11am or 12pm on the weekdays and 9am on the weekends. We have a hybrid environment, working three days in the office and two days working remotely, after the completion of training in the Pittston, PA office.

Boden, a British clothing retailer with a Contact Center in Pittston, PA started with a shirt. Well, eight to be precise. In 1991 when Johnnie Boden couldn't find a 'just right' shirt, he crafted them himself from his kitchen table. Years later and he's fronting a major British clothing brand. It took hard work, determination - countless cups of tea - and brand values that we still champion today; stylish, grounding, uplifting.

At Boden, we inspire you to live your best life. Our Customer Service Representatives are not restricted by call handle times and work to deliver this joy to customers while providing an amazing experience for shoppers. They act as ultimate brand ambassadors by bringing the fabulously British brand values to life.

Job Summary:

• Handle phone, chat and email contacts from customers and potential customers with charm and care while maintaining a professional, helpful, friendly and polite demeanor, providing the highest level of customer service.

Role Responsibilities:

• Be an ultimate Boden brand ambassador, bringing the brand values to life, provide an amazing experience and bring joy to customers on every contact
• Interact with national and international customers through calls, chat and email channels
• Assist customers to place orders, provide helpful and accurate information regarding sizing, selection, availability, promotions, shipping etc.; Accurately collect and securely enter customer details and payment information
• Work to actively understand customer questions, concerns, problems and complaints; Maintain composure at all times, responding with charm and care; Provide helpful resolutions that aim towards a positive customer outcome and experience
• Achieve set productivity & KPI metrics to ensure success and a high level of efficiency
• Achieve set quality goals to ensure success and an excellent customer experience
• Actively attend and participate in ongoing training, individual coaching and performance feedback conversations to ensure that exceptional quality of service is delivered to customers and individual performance and productivity standards are met and maintained
• Follow guidelines and ensure legal compliance is maintained regarding Data Privacy and Data Protection (DPA, GDPR, CCPA, etc.) laws and PCI compliance
• Process, as directed or needed, various administrative customer tasks including, but not limited to processing unsubscribes, returns paperwork, mail, refunds/charges in digital financial platforms, review orders for fraud, defend chargebacks, etc.
• Consult with Supervisors as needed to obtain suggestions and guidance to resolve customer concerns and maintain a positive customer experience
• Work collaboratively with fellow CSRs, Supervisors and Managers to support timely and efficient customer contacts and experience
• Proactively look for and share suggestions on ways to improve the customer experience; Document customer feedback and send to the appropriate teams/people
• Raise up any technical issues, bugs, concerns or problems to the appropriate parties to support safe and efficient technical operations
• Additional duties as needed

Requirements:

• Excellent verbal, written skills, with an ability to both listen well and respond thoughtfully
• Excellent customer service skills with ability to maintain composure and patience while being personable and attentive to the customer’s needs or concerns
• Proficiency in typing
• Fluency with reading, writing and speaking English
• Comfortable to utilize a computer with familiarity in Microsoft Word and Excel
• Ability to work as part of a team and receive ongoing feedback regarding performance
• Passion for delivering an extra special experience to customers

Flex Scheduling throughout the week - $17.50 per hour. Hybrid, Flex Remote Days.

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.

Stylish, grounded, uplifting – that’s us. We behave like your best friend. We always strive to improve and grow. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden!

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance