The Customer Success Associate is responsible for delivering exceptional service and creating a seamless experience for our customers via telephone, email and chat on a daily basis.
Reporting to the Customer Success Supervisor, you will communicate with new and potential customers, help guide customers through the shopping experience, answer order questions and support the team to build a successful brand. You are an independent worker who loves solving riddles, making people happy and putting together outfits for your friends (and strangers).
You will be expected to meet or exceed established daily interaction numbers every day.
Expected hours for the role are M-F, 2pm-10pm EST plus the occasional weekend shift. Hours are subject to change depending on the needs of the business.
Answer any and all interactions during your scheduled shift in a friendly and relatable manner
Acts as an empowered team member, exercising decision-making skills to enhance each customer’s relationship with the brand
Empathetic to customers’ needs but understanding of the business’ bottom line
Collect and share feedback to external teams to ensure the needs of the customers are being met
Minimum 2 years of experience in customer service or related role
Demonstrate a passion for and understanding of the URBN brands, customers and product.
Must have access to consistently stable internet connection
Exceptional written and verbal communication skills
Willing to take on additional projects and support external team members to support business and customer needs
On the spot, creative problem solving skills that meet the needs of the customer and the business
Demonstrate a passion for and understanding of the URBN brands, customers, and product. Have a finger on the pulse of relevant media and lifestyle trends, fashion, and culture.
Benefits & Perks:
Employee discount at all URBN brands
Medical, prescription, dental, and vision insurance
Flexible spending account for health and dependent care
Company Paid STD, LTD & Life Insurance
Voluntary Benefits – Critical Illness, Accident and Legal
Generous paid parental leave
401(k) retirement plan with company matching
Employee referral bonus program
Partnership discounts on national/local products and services
Prolonged periods of sitting at a desk, up to 8 hours
Prolonged periods of working on a computer, up to 8 hours
Must be able to report to all scheduled shifts on time, ready and able to work
Urban Outfitters, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment.