Job Description

Customer Service Rep
Marlborough, MA


  • Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, and internet e-mail. 
  • Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.  Communicates with Regional Vice Presidents, District Managers, Store Managers and Home Office personnel to resolve problems and answer questions.
  • Document customers and store information into call tracking system. 
  • Promote a positive Company image to support Customer Service objectives and mission statement. 
  • Compose personal replies to customer letters and/or e-mails and maintain assigned reports.
  • Respond to phone inquiries or written correspondence regarding fashion shows for assigned Regions.  Decide whether a request meets pre-determined criteria.  Communicate with Store Management regarding the date of show and organization involved.  Document information in the call tracking system and follows up with the necessary correspondence (i.e., planner and letter).  Document information/feedback received following the show.
  • Updates customer addresses for the Loyalty Program and adjusts reward points as needed.
  • Makes sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues
  • Ability to multi-task in a fast-paced environment and capable of moderating a high volume of inbound content 


  • Proven conflict management skills
  • Strong analytical and problem solving skills * Good listening skills * Organizational skills * Prioritizing skills * Flexibility * Excellent verbal and written communication skills * PC knowledge * Typing skills  Minimum experience required to perform this job.
  • 1 - 3 years of retail customer service or call center experience

Application Instructions

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