Customer Service Representative

Detroit, MI

Help empower our global customers to connect to culture through their passions.

Why you'll love this role

Customer Service Representatives are on the front lines of helping our customers. The CS Rep plays an important role in handling the day-to-day contacts and resolving issues from our customers via phone, chat and email. They will also provide input into improving the customer experience and processes. This role has excellent growth potential within Customer Service.

What you will do 

  • Resolve questions and achieve customer satisfaction from our customers and internal teams.
  • Take ownership of individual customer queries, collaborating with internal teams to ensure positive outcomes for our customers.
  • Effectively handle multiple chat & email cases simultaneously while achieving performance metrics. 
  • Help manage the customer experience through the order fulfillment process.
  • Ensure strong customer satisfaction by meeting quality standards and service response time objectives across all contact channels.
  • With a Customer Retention mindset, strike the right balance between company policies and procedures and customer benefits to ensure consistency, high quality, and operational excellence across Customer Service and StockX.
  • Identifying opportunities to improve processes and policies that will positively impact the customer experience.
  • Additional tasks and responsibilities to achieve customer satisfaction as directed by leadership to fulfill business needs.

About you

  • HS Diploma or GED required
  • 2-3 years of experience in Customer Service or related fields.
  • 1-2 years of experience in a Contact Center taking voice-to-voice calls
  • 1-2 years of experience assisting customers simultaneously through various channels (phone, chat, email).
  • E-commerce experience is nice to have.
  • Ability to work flexible schedules including evenings, weekends & holidays to support business priorities, as needed.
  • Strong work ethic and a positive attitude are a must.
  • Sense of urgency to perform tasks to timelines.
  • Comfortable in a fast-paced work environment, with a strong attention to detail.
  • Self-motivated and able to work both independently and as part of a team.
  • Confident in problem-solving, making independent decisions, and owning the outcomes.
  • Proven track record in customer retention and satisfaction.
  • Excellent verbal and written communication skills.
  • Industry background knowledge and experience is nice to have.

Pursuant to the various pay transparency laws/acts, the base salary is between $16/hr to $19/hr plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

About StockX

StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from brands including LEGO, KAWS, Bearbrick, and Pop Mart; and electronics from industry-leading manufacturers Sony, Microsoft, Meta, and Apple. Launched in 2016, StockX employs 1,000 people across offices and verification centers around the world. Learn more at www.stockx.com.
 
 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.

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California Consumer Privacy Act *

When you apply to a job on this site, the personal data contained in your application will be collected by StockX LLC (“Controller”), which is located at 1046 Woodward Avenue, Detroit, MI 48226, and can be contacted by emailing HR@stockx.com. Your personal data will be processed for the purposes of managing recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

Such processing is permissible under the California Consumer Protection Act (CCPA) as necessary for the purposes of the legitimate interests, which are the solicitation, evaluation, and selection of applicants for employment.  Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America to help manage its recruitment and hiring process, and other third-party service providers we may engage from time to time to assist us with the recruiting and hiring process.

Your personal data will be retained as long as deemed necessary to evaluate your application for employment.  Under CCPA, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You can exercise these rights by contacting DPO@StockX.com.

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Demographic Questionnaire

At StockX, Diversity, Equity and Inclusion is not a program or check-the-box initiative, it is what we stand on, it is our footprint. Our culture honors authenticity of every dimension of diversity. We recognize that it is the very things that make our team members unique that adds value to who we are. We have an intentional focus on incorporating equitable practices and fostering  inclusive communities where our teams can bring their best selves, develop into their potential, and reciprocate the respect and appreciation that enables our business to thrive. 

That focus begins  by building a robust, diverse talent pool across every team at StockX.  As part of that focus, we wish to survey our job applicants to better understand their full profiles.  Below is a set of optional demographic questions for you to review.  Your decision to provide demographic information is entirely yours, and completely independent of the recruitment decision-making process. If you do not want to provide us with this information, select the “I don’t wish to answer” option to any or all of the questions. If you do provide responses, those responses will be considered your consent to provide us with this information. 

Responses to the survey will be collected by our recruiting partner Greenhouse Software, Inc. Survey results will be provided to StockX’s talent acquisition team in an anonymized and aggregated report only after the job posting has expired. Your individual responses will not be provided to StockX and will not impact the outcome of your application in any way. Where applicable, the data collected will also help us comply with applicable regulatory requirements. We appreciate you taking the time to do this!

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