Job Description

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 Bilingual CS Rep plays an important role in handling the day-to-day contacts and resolving issues from our customers via phone, chat and email in both Spanish and English. 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

• Assist customers with their inquiries in Spanish and English via all of our contact methods, Phone, Chat & Email.
• 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.
• 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.
• 2+ years of experience in a Contact center taking voice-to-voice calls
• 2+ years of experience assisting customers simultaneously through various channels (phone, chat, email).
• Fluent in Spanish both verbally and written.
• E-commerce experience is nice to have.
• Ability to work flexible schedules 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.
• 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 $18/hr to $20/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. StockX may utilize AI to rank job applicant submissions against the position requirements to assist in determining candidate alignment.

Skills Required