Seasonal KPS Representative - E-Commerce at Stance
San Clemente, CA, US

We exist to celebrate human originality.

Our goal is to create a culture where smart, ambitious, and positive people can thrive. We value our community and want to improve our local schools, neighborhoods, and businesses.  People are the most important element of our business. Our actions, words, and relationships represent what we believe and what we value. Since culture is the collective nature of the people working at Stance, we place a premium on the environment that fosters freedom and accountability across both individual and community levels.

Entrepreneurship

Creativity

Performance

Personal Responsibility

Gratitude

Intensity

These are the values we place above all others. We seek out individuals whose personal constitution of values overlaps with ours. We believe in living these values will bond our teams and create a company culture that our competitors can never duplicate. As a result, we hire and promote the individuals who get results in a way that aligns with our five core company values.

Summary of the Stance Keeping People Stoked Representative – E-Commerce:

Keeping People Stoked is how Stance describes customer service, and we are looking for a person to do exactly that while supporting the E-Commerce team. The Stance KPS Representative provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. This team member will also initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. At the end of the day we want all of our customers to be stoked, so we need a friendly, driven, and service oriented person to help is do so.

This position reports directly to the E-Comm KPS Manager.

As the Stance KPS Representative foe E-Commerce, you will:

  • Answer all inbound calls, texts, emails, and chats in regards to Stance product, warranties, order tracking, returns, and sponsorships
  • Contribute to an exceptional customer experience by providing elite level customer service
  • Process returns and refunds for our e-commerce customers
  • Resolve questions and issues independently or working internally with the appropriate department(s)
  • Process and document all warranty related orders for customerTrack and follow up on claims of undelivered packages or orders with missing items
  • Report product quality issues to the quality control department to assist in improving product development
  • Collaborate in the development and growth of the company by helping to improve processes and procedures to enhance efficiency
  • Execute on special projects as assigned

We are looking for someone with the following skills and qualifications:

  •  Self-motivated with strong entrepreneurial skills
  • Innate customer centric mindset
  • Creative and adaptable team player with a winning and positive attitude
  • Ability and willingness to work weekends, evenings, and holidays as needed