Customer Experience Specialist

About the role

Fashion Nova is the world's leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women, Men, Kids and Beauty divisions. Renowned for delivering the most-wanted styles to millions worldwide, Fashion Nova earned the title of the Top 5 Most-Searched Fashion Brand on Google in 2022, alongside Louis Vuitton and Nike. Founder & CEO Richard Saghian launched the brand in 2006, from a retail location in Los Angeles. After multiple store openings, Saghian launched the e-commerce website for Fashion Nova in 2013, pioneering a disruptive social commerce model of affordable, on-trend, size-inclusive clothing online - powered by an innovative, social media-first marketing strategy. Today, Fashion Nova has amassed over 40 million social media followers, with annual sales of approximately $2 billion! The brand's name has been featured in chart-topping hit songs by Cardi B, Drake, 21 Savage, Saweetie, The Game, Tyga and Offset and its styles have been worn by many celebrities, artists and athletes including Meg The Stallion, Ice Spice, Chris Brown, Floyd Mayweather, Rick Ross, Kourtney Kardashian, and Kylie Jenner Under direct supervision, the Customer Experience Specialist provides support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media. As a Specialist in this new era of customer service, your role goes beyond traditional support; you will actively utilize an extensive stack of digital tools, engage in reviewing and training AI models, and handle complex interactions such as escalated complaints and public reviews. You will use the digital tools available to review the customer's account, order history, and specific details to determine the root cause, both to assist in resolving the customer's issue and to identify potential fraud. You will work with the Customer Care Team to improve the customer's journey, while working to maintain positive relationships between departments and servicing the needs of the customer. You must be an effective communicator and a multitasking guru. Primary responsibilities include claims processing, agent account inquiries, escalated calls, and other ad-hoc tasks as needed. The work location of this position will be at our distribution center located in Santa Fe Springs, California. As the first step in our interview process, you will be asked to complete a typing proficiency test.

Responsibilities

• Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, chat, web submission, and social media.
• Utilize a wide array of systems, software, and platforms as needed to complete complex tasks (e.g., Salesforce, Shopify, HighJump, and emerging AI/CRM tools).
• Review and evaluate AI-generated customer responses for accuracy, tone, and brand alignment; providing feedback to assist in improving our customer experience and communicate issues, trends, and improvement opportunities to leadership.
• Assist with the onboarding and training of new team members on customer care protocols, digital systems, and standard operating procedures
• Execute targeted outbound calls to proactively resolve customer friction, gather feedback, follow up on complex escalations, and identify natural opportunities for upselling and cross-selling.
• Monitor and handle public reviews, offering feedback, responding constructively, and resolving escalated complaints as needed.
• Assist customers to resolve their issues, including but not limited to: credits, refunds, returns, order problems, missing/damaged items, shipping/tracking, claims, inventory, and sizing.
• Respond to complex situations, assuring a high level of service.
• Handle daily communications between transport companies and internal teams to ensure successful claim processing for lost parcels.
• Resolve higher-tier level issues that are escalated from other agents or automated workflows.
• Communicate and assist with our internal teams to reach the best solution for new issues and/or problems that arise.
• Assist the warehouse teams with locating and supplying missing customer information requests.
• Collaborate with team members to achieve departmental goals while maintaining accountability for individual performance metrics (e.g., Average Handle Time, First Contact Resolution, Customer Satisfaction).
• Role responsibilities may evolve. Specialists are expected to maintain a flexible approach and assist with cross-functional tasks as required.
• Complete special projects as requested by the management team and adapt to changing operational priorities.
• EDUCATION & EXPERIENCE REQUIREMENTS
• Minimum one (1) year of previous customer service, contact center, e-commerce, or retail experience.
• High School Diploma or equivalent.
• KNOWLEDGE & SKILL REQUIREMENTS
• Prior service experience communicating via calls, emails, and chats is a must.
• Highly tech

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