Customer Service Specialist

We're all about the perfect fit. That's why we invest so much in our people. We offer training and development opportunities, along with a promote-from-within, anyone-can-lead philosophy. We're an energized team working together to deliver a one-of-kind experience allowing Big + Tall guys to finally wear what they want.

Every associate has a voice and an opportunity to make an impact -- at DXL we care about our guys, our communities and each other. If this sounds like a culture you would like to be part of, then DXL is Fit for You!

As a Guest Engagement Specialist, you will act as the "voice" of the company, interacting with and assisting our customers as you identify their needs, providing information, offering advice, and resolving issues.

Using your customer service knowledge and your passion to help customers you will help support DXL's mission by:

• Handling sales and customer service calls, emails, chats, and social media requests includes but not limited to order calls, product inquiries, customer service issues, customer returns and exchanges, store calls, corporate calls, and customer feedback
• Entering orders as requested by customers or stores. Offering substitute products and appropriate pricing to resolve issues and retain customers. Asking questions to identify customer needs. Helping customers to buy by suggesting wardrobe items to complete their look or compliment their current clothing assortment
• Appropriately interpreting company customer service philosophy using the satisfaction guarantee to maintain customer retention. Researching all customer requests and ensuring proper customer follow-up. Submitting accurate Customer Service Referral (CSR) Forms for expedient problem resolution. Using effective communication experience to calm irate customers. Escalating relevant customer issues to an upper management
• Using proper telephone, chat, email and social etiquette. Properly greet and communicate with customers. Using discretion when transferring customers adhering to the transfer policy; using courtesy and professionalism. Following recommended scripts as well as required verification techniques

We're looking for someone with:

• A College Degree preferred, or an equivalent combination of education, training, and experience
• MS Office experience required
• Prior customer service/sales experience
• Familiarity with web chat or social media (a plus!)

Here's what we offer:

• All Your Basic Benefits (health, dental, 401k, PTO, etc.)
• Hybrid Work Environment
• Compressed/Flexible Work Schedule
• Bring Your Dog to Work Days
• And more!

DXL is committed to Diversity, Equity, and Inclusion. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizen status, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.