Customer Service Representative

At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success.

In this role you'll resolve customer issues and provide superior customer service to ensure return business.  This position reports to the Customer Service Supervisor.

Schedule: 100% remote, Sunday and Monday: 9:00 AM - 6:00 PM AND Tuesday - Thursday, 10:00 AM - 7:00 PM, Off on Friday and Saturday

WHAT YOU'LL DO:

• Monitors phone queue to ensure proper coverage is maintained at all times.
• Utilizes exemplary writing skills to respond to customer emails, live chats, and social media inquiries.
• Uses product knowledge to suggest items to customers and properly inform them on product choice.
• Responds to all customer voice-mail messages and e-mails within a 24-hour period.
• Provides feedback to management regarding current customer service processes and procedures.
• Utilizes follow through skills to resolve outstanding customer questions and/or issues.
• Understands department procedures to properly inform customers of order status, product availability, and manage customer expectation.
• Completes daily administrative projects on time and correctly.
• Maintains all quality, productivity, reliability and sales performance standards.

WHAT YOU'LL NEED:

• Minimum of 1 year customer service experience in an online call center environment or equivalent.
• Excellent written and verbal communication skills.
• Strong computer skills (Word/Excel/Outlook); needs to be Internet savvy.
• Type at a minimum of 40 words per minute.
• Strong attention to detail, organizational and follow-up skills.
• Bilingual English/Spanish; fluent in writing, reading, speaking (preferred).
• Ability to work a flexible schedule that may include early morning, evenings, weekends, and/or holidays.
• Illustrates dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly.

• A culture where people are accepted and encouraged to be who they are.
• Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
• Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
• Generous 50% employee discount and access to employee-only sales.
• Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
• Tuition reimbursement program
• Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
• Discounts on entertainment tickets and more.
• Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
• You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.