Customer Service Representative - PVH Corp.

About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.   

One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging.  Learn more about our commitments to Inclusion & Diversity .

About the Role:

The Customer Service Representative, Bilingual (CSRB) acts as a key liaison between consumers and the company, helping to maintain positive customer relations and uphold a professional brand image.

This role handles all inbound contact volume, provides support and resolution for escalated consumer inquiries, manages service recovery and retention efforts, and collaborates with cross-functional teams to optimize processes. Additionally, the CSR offers guidance and support to customers across multiple channels, including phone, email, and chat, while consistently meeting quality standards. Support will be provided across the following divisions:

• Retail outlet consumers for Calvin Klein and Tommy Hilfiger in both the United States and Canada.

• E-commerce consumers for Calvin Klein and Tommy Hilfiger.

• Wholesale consumers for Calvin Klein and Tommy Hilfiger in North America.

• Channels may expand in the future based on the consumer’s needs.

This role is pivotal in driving customer satisfaction and loyalty, directly impacting the consumer experience by consulting with and assisting customers to resolve a wide range of requests, inquiries, and complaints. Success in this position depends on your ability to resolve customer questions and concerns with efficiency and empathy, actively listening, communicating clearly, and ensuring customer understanding to provide a seamless, world-class customer experience. As a representative for all PVH Corp. brands across North America,

What You’ll Do

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution.

• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer.

• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly.

• Coordinate with other departments such as Store Operations, Risk Management, Internal Audit, Legal, and Sales Audit to resolve escalated issues that require subject matter expertise beyond the contact center.

• Partner with management to follow up on escalated cases, ensuring service levels and quality expectations are consistently met.

• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques.

• Help new agents refine their problem-solving skills by sharing best practices, allowing them to shadow, and assisting with difficult contacts as needed.

• Assess the language proficiency of bilingual candidates, when applicable, to support hiring decisions.

• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams.

• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service.

• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles.

• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction.

• Resolve routine customer requests related to orders, products, returns, and other services as needed.

• Work with retail, e-commerce, and wholesale systems to ensure timely and accurate fulfillment of customer orders, appeasements, and returns.

• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries.

• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes.

• Utilize multiple databases to research and resolve customer issues and questions.

• Adhere to PCI standards to ensure secure handling of consumer data across all brands.

What You’ll Bring

Experience: 1 to 3 years customer service experience; retail customer service experience a plus

Education:  High School degree or equivalent experience in Customer Service Industry

Skills:

• Exceptional verbal and written communication skills, in both English and Spanish/French, with the ability to convey information clearly and professionally across all channels.

• Strong customer service and interpersonal skills, including the ability to build positive rapport and handle escalated situations with patience and tact.

• Professionalism and empathy in all interactions, maintaining a positive and upbeat attitude with customers regardless of outside factors.

• Proven ability to work closely with cross-functional partners, ensuring consistent service quality.

• Excellent decision-making and problem-solving skills, balancing customer needs with company policies to achieve optimal outcomes.

• Demonstrated resourcefulness and creativity in finding solutions for unique or complex customer issues, fostering satisfaction and loyalty.

• Adaptability and flexibility in a fast-paced, remote work environment, with the ability to pivot effectively to meet changing demands.

• Advanced computer skills, including proficiency in Excel, Word, and the ability to quickly learn and navigate multiple databases and customer service systems.

• Strong organizational skills to balance workloads and maintain timely, accurate follow-up on all tasks and customer inquiries.

• Commitment to consistent, timely attendance to support team reliability and customer needs across time zones.

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Your Wellbeing is Our Priority

At PVH, we offer competitive, cost-effective, and comprehensive benefit packages. We strive to provide options when it comes to your health, finances, and work-life balance. This includes:

• Pay & Insurance: Competitive pay, bonus programs, best in class medical insurance, vision insurance, dental insurance, life insurance, disability insurance, and more.

• 401(k): An above-market 401(k) contribution to help our eligible associates save for retirement.

• Flexible Workplace: Generous company-paid holidays, paid time off, hybrid working arrangements, volunteer opportunities, seasonal hours, and flexible work schedules.

• Wellbeing Support: A variety of wellbeing tools and programs such as, Headspace membership, reimbursement for fitness memberships and/or digital meditation subscriptions, and the opportunity to earn up to $200 a year in rewards for exercising and participating in healthy activities.

• Care.com Services: Access to services for childcare, elder care, adoption preparation, pet care, plus reimbursement for backup care when your regular plans fall through.

• Education Assistance: Receive support for continued education including tuition reimbursement.

• Associate Discount: Shop at our company outlets and e-commerce sites at a discount.

Please note, eligibility depends on employment status, location and length of time employed with PVH and our benefits may be subject to change. Applications will be accepted on a rolling basis until the position is filled.

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.

To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant’s current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH.