Customer Service Representative, Call Center

Forever 21 - Los Angeles, CA (30+ days ago)3.4

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: Customer Service
Reports to: Manager, Call Center
Direct Reports: No
FLSA Status: Non-Exempt
Location: Los Angeles

Job Purpose:
The Call Center Customer Service Representative is
responsible for placing customer phone orders and
providing effective customer service to all Forever 21
customers by utilizing excellent, in-depth knowledge of
company products and procedures. The Representative is
responsible for ensuring that the customer experience is
exceptional by providing support with professionalism,
friendliness and willingness to help. As a Forever 21
advocate, the Representative should be an expert in
fashion and beauty products, designing wardrobes,
understanding unique and individual styles and being
current on all latest fashion trends.

  • ​Answer a high volume of inbound calls in order to
remediate customer grievances in accordance with
pre-established company guidelines and procedures
  • Act as Personal Stylist and place customer phone
orders by entering accurate information and
following quality assurance guidelines and
  • Advise customers of current promotions and newly
available items to drive overall sales
  • Build customer rapport by personalizing and engaging
on every call
  • Up sell and/or cross- sell products by informing
customers of best sellers and offering similar
previously purchased items
  • Active listening to understand customers’ shopping,
shipping and purchasing needs
  • Investigate lost or delayed orders by tracking
shipment paths via FedEx, On Trac, USPS, DHL and
Canada Post
  • Provide detailed step-by-step instructions to
customers concerning website navigation and
browsing, order statuses, and tracking/payment
issues using Chase or Cyber source payment portals
  • Identify potential fraudulent credit card
transactions using Safetech technology
  • Provide support to Call Center Department through
the performance of adhoc 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 3 years of customer service, call
center or retail experience
  • Sales background preferred
  • Fashion forward and tech savvy ideal
  • Must possess strong communication abilities 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 be able to process escalated customer inquiries
by telephone, email, and live chat
  • Must demonstrate the ability to assess situations
and provide quick and educated decisions to rectify
customer complaints and conflict
  • Must have general computer knowledge and the ability
to type at least 35 words per minute with minimum
92% accuracy
  • Must be able to work a flexible schedule to meet the
needs of the business during peak season and
unanticipated heavy call volumes
  • Bilingual in Spanish and English preferred
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!
Forever 21 will consider qualified applicants with
criminal histories for employment in a manner consistent
with the requirements of the Los Angeles Fair Chance
Initiative for Hiring, Ordinance NO. 184652.