Sugartown Worldwide LLC King of Prussia, PA - Home Office Pennsylvania Job Description The Customer Service Associate (Part Time) has primary responsibility for the experience of the Lilly girl who contacts us through the call center. This includes delighting consumers and representing the brand effectively to consumers. The primary points of interaction with consumers will be through phone, email, chat and social channels. All Creative Communication team members are challenged and expected to be exceptionally solution-oriented, innovative, and determined. Customer Service Associate (Part Time) is a key member of our Direct-to-Consumer team. RESPONSIBILITIES: Primary responsibilities include: Provide exceptionally solution-oriented customer service (“go the extra mile”) to consumers who call 1-888-PB-LILLY, email service@lillypulitzer.com or communicate using our Live Chat tool during the hours of operation. Maintain strict service level standards as defined (e.g., answer all emails within 24 hours of receipt). Play a key role in finding solutions for escalated scenarios and resolving open issues. Provide overall support for the Customer Service team during peak seasons and online sale events. Place online and/or telephone orders. Service and process e-commerce uneven exchanges. Locate items and complete the sale for consumers. Use good judgment in handling questionable service requests. For example, handle consumer requests for refunds when the item was not purchased in a Lilly Pulitzer® Store or E-Commerce but may be defective. The appropriate actions in these scenarios vary greatly. Good judgment is needed to balance the tradeoffs of financial impact and long-term customer value. Work closely with the Returns department and make exceptions when required. Communicate effectively with the corporate Retail stores with regards to delighting our consumer and reiterating policies. Work closely with our Signature Store owners, which are privately owned stores that represent our Brand. Additional Roles and Responsibilities: Respond to emails in Salesforce.com regarding return and exchange inquiries. Comply with all Company policies and procedures. SKILLS REQUIRED TO PERFORM SUCCESSFULLY: Excellent attention to detail, follow-up and organizational skills. Exceptional “solution-oriented” nature. Ability to handle difficult interactions with a direct consumer. Strong and palpable “sense of urgency” for implementing courses of action. The ability to perform a high volume of transactions accurately with limited supervision. Comfort in dealing with new technology and systems. The ability to perform multiple projects simultaneously and manage time effectively. EDUCATION AND EXPERIENCE REQUIRED: Minimum 1-year previous sales or customer service experience. Comfortable using computer for data entry. Pleasant, friendly, and engaging speaking voice. Ability to communicate well over the phone and email. MISCELLANEOUS: This position is classified as seasonal, part-time hourly. This position is non-exempt and is eligible for overtime. This position is not eligible for standard company fringe benefits. This position requires adherence to defined break times, given the nature of operating the 1-888-PB-LILLY number. Call Center Hours of operation are currently Mon- Fri 8AM-7PM and Saturdays 9AM-5PM; 1-2 Saturdays a month will be required. (Note: Sunday hours to be added in the future). Shift Rotations: Monday – Friday between 7:00am-7:00pm, Saturday 9:00am-5:00pm. Given the seasonality of the business, this position may require flexible, additional working hours during peak periods. There will also be blackout periods for vacation time determined by the Customer Service Manager and the Senior Manager of Consumer Development. This position is based in King of Prussia, PA. Lilly Pulitzer® is an Equal Opportunity Employer. Lilly Pulitzer® participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish. California Applicants, please click here to review the CCPA notice.