Customer Care Associate in Concord, CA at Nelson

Date Posted: 6/29/2020

Job Snapshot

Job Description

Job Number: 2149679



REPORTS TO: Customer Care Manager

Skills, Qualifications & Attributes

Highly competent, detail-oriented and strategic professional who understands and embraces the company's mission and will provide excellence in responsiveness and understanding in a very fast- paced working environment.

Specific Job Responsibilities:

  • Must know all policies and guidelines and be able to articulate this to customers via phone and email.
  • Must exemplify consistency, accuracy, courtesy, and professionalism throughout responses and language.
  • Must have knowledge of product and be able to give customers extensive sizing and styling guidance.
  • Answer an excess of 200+ emails and 50+ phone calls daily.
  • Organize and maintain customer invoices.
  • Clearly articulate timelines of preorders and shipping windows to customers.
  • Be a champion for the brand - serve as the first point of contact for customers and maintain brand responses, attitude, and professionalism at all times.
  • Timely and efficient conflict resolution when an order issue arises for a customer.
  • Flexibility as duties/responsibilities within the Customer Care Department can change daily.
  • Consistently support and uphold the mission and goals of the Customer Care Department.


A Bachelor's Degree is required.

Minimum typing speed: 50 WPM - typing certificate required

Minimum 3 years experience in Customer Service required.

Minimum 3 years experience in Call Center environment required.

Minimum 1-2 years experience utilizing Zendesk required.

Prior experience in Fashion/Retail E-Commerce setting a definite PLUS!

Strong oral, written, and interpersonal communication skills.

Strong communication skills over phone and email.

Capability to maintain professionalism and courtesy at all times.

Ability to work independently and collaboratively with minimal supervision.

Actively support and contribute to department mission and goals.

Ability to work quickly yet accurately for responses to customers.

Accurately follow directions, both oral and written.

Fluent verbal and written communication in English.

Highly proficient with Apple Mac computers.

A go-getter. Positive and can-do attitude is a must!

High accuracy and extreme attention to detail.
Hours - Monday to Friday - 7:30AM - 5:30PM


Sitting for long periods of time.


About Nelson:

For more than 45 years, we've been passionate about helping people find jobs they love - rewarding jobs that further career goals. At Nelson, we partner with companies that have outstanding reputations. Working with innovative startups to Fortune 500 companies, our skilled recruiters have access to opportunities beyond what you can find on your own. With Nelson, you'll get the most out of your career. Together, we'll set career goals and find you a position where your skills shine. For a full listing of jobs, go to: and click "Find Work."