Customer Service Representative

Job Description

Job Description

Job Title:

Customer Experience Representative (SEASONAL)

Job Category:

Operations

Department/Group:

Operations

Travel Required:

N/a

Location:

Oceanside, CA

Position Type/Status:

40-hour FT, Non-Exempt

Reports To:

Customer Experience Manager

Pay rate:

$22-$25/hr.

Purpose:

The Customer Experience Representative will give hands-on customer service to our customers. The Customer Experience Representative acts as a part of the customer service team and interacts with real customers to solve problems, develop solutions, and build long-term relationships. By connecting with our most important asset - our customer - you will use your voice to match our brand to handle unique and challenging situations.

Season & Required Availability:

Sunday, November 1, 2026 through the end of January 2027 (exact end date confirmed at hire).

Required Availability (Non-Negotiable):

·      Black Friday weekend and the weekend before Christmas: Saturday–Sunday, November 28–29 and Saturday–Sunday, December 19–20, 2026.

·      Thanksgiving week: Monday, November 23 – Sunday, November 29, 2026, including Black Friday and Small Business Saturday. (excluding November 26)

·      Christmas week: Monday, December 21 – Sunday, December 27, 2026 (excluding December 24–25).

·      Week after Christmas: Monday, December 28, 2026 – Sunday, January 3, 2027 (excluding New Year’s Eve and New Year’s Day).

·      Time-off requests cannot be approved for these dates.

Duties and Responsibilities:

·      Cultivate exceptional customer experiences every single day with professionalism, positivity, exceptional listening, empathy, efficiency, and creativity.

·       Ensure every connection is met with the same intent to create a loyal fan or promoter.

·       Proactively anticipate the needs of each customer and find solutions.

·       Proficiency with our CRM platform- Gorgias, to respond, understand, and solve customer needs.

·       Help respond to all customer inquiries, online chats, and product and/or sizing and fit questions within 24 hours or less

·       Use your deep understanding and product knowledge base to assist customers and provide solutions.

·       Assist in recording all customer defects or issues with products and create a solution for the customer.

·       Operate under the belief that every customer problem has at least one solution. It is your duty to assess all options and help us choose the correct, most mutually beneficial resolution.

·      Help process returns through Loop, our returns platform, initiate refunds and/or e-gift cards through Shopify Plus and assist customers with their return experience.

·      Partner with the Fulfillment Center Manager at our fulfillment center to help with cancel order requests, address change requests, or resolve tracking and shipping status questions.

·      Use Shopify to create e-gift cards, place replacement orders for damaged or lost shipments, check order tracking and status, and monitor inventory levels.

·       Ability to identify and report any critical or reoccurring customer service issues to the CX Manager· Other duties and projects as assigned.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, abilities, education, physical and mental elements required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Qualifications:

·      Excellent interpersonal skills.

·      Creative, flexible mindset, always looking for opportunities to delight customers and help them discover other products that they might find helpful in the pursuit of their goals.

·      A bachelor’s degree is preferred- Business degree a plus.

·      1-2 years' work experience in customer service experience in a B2C e-commerce environment preferred.

·       Proficient in Excel, Word, and Outlook.

·       Expert phone and digital etiquette.

·       Ability to answer a higher volume of customer inquiries and organize tasks in a fast-paced environment.

·       Knowledge of Shopify or Shopify Plus, including e-gift card creation, damage and lost order replacements, order tracking and status, and inventory tracking.

·       Knowledge of Loop Returns or a similar returns platform.

·       Experience working with a fulfillment center or 3PL to resolve order issues, tracking questions, and lost package claims a plus.

·       Experience using help desk ticketing tools such as Zendesk, Gorgias, or Freshdesk

·      A team-oriented personality but loves autonomous responsibility.

Physical Activities:

·      While performing the duties of this job, the employee is regularly required to sit at a desk and/or stand for up to 8 hours, reach with hands and arms, talk, and hear. Frequently the employee must lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and distant vision on a computer screen. Has excellent hand to eye coordination.

Specialized Knowledge and Skills:

·      Good manual dexterity, hand and eye coordination and ability to work and stand for long periods of time working with small intricate parts.

·      Able to complete tasks without mistakes and error free; detail-oriented; makes timely decisions.

·      Follows policies and procedures; Completes tasks correctly and on time; supports organization’s goals and values.

·      Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations.

·      Maintains confidentiality; Remains open to others’ ideas and tries new things.

·      Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

·      Excellent organization and communication skills.

If you are a dedicated and enthusiastic individual who is passionate about fashion, Municipal, and providing exceptional customer service, we encourage you to apply. Please submit your resume to View email address on ziprecruiter.com with your desired rate of pay and confirmation that you can meet the required availability above.

MUNICIPAL is an Equal Opportunity Employer, where employment is based upon personal capabilities and qualifications without discrimination on the basis of actual or perceived race, creed, color, religion/spiritual beliefs, ancestry, citizenship status, age, cognitive/physical abilities, sex (this includes sexual orientation, gender identity or expression), marital status, military service, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.