Customer Service Representative

About the Role

Torrid is focused on building a workplace where people feel welcome, included, and respected. The company emphasizes open communication, empowerment, training, development, and long-term employee growth, and believes diverse perspectives are essential to success.

As a Customer Service Representative, you will handle customer concerns, deliver a high standard of service, and help drive repeat business. This position reports to the Customer Service Supervisor.

Schedule

This is a fully remote role, and all working hours are in Pacific Time.

• Sunday: 8:00 AM to 4:30 PM
• Monday: 10:00 AM to 7:00 PM
• Tuesday: 10:30 AM to 7:00 PM
• Wednesday and Thursday: Off
• Friday: 10:30 AM to 7:00 PM
• Saturday: 9:30 AM to 6:00 PM

What You Will Do

• Keep track of the phone queue so coverage stays consistent throughout the day.
• Write clear, professional replies to customer emails, live chats, and social media messages.
• Use product knowledge to recommend items and guide customers toward the right choice.
• Return voicemails and emails within 24 hours.
• Share observations and suggestions with management to improve service processes.
• Use strong follow-up habits to close out unresolved questions and concerns.
• Learn and apply department procedures to communicate order status, product availability, and related expectations accurately.
• Complete daily administrative tasks accurately and on schedule.
• Maintain required standards for quality, productivity, reliability, and sales performance.

What You Need

• At least 1 year of customer service experience in an online call center setting or a similar role.
• Strong written and verbal communication abilities.
• Comfortable using Word, Excel, Outlook, and web-based tools.
• A typing speed of at least 40 words per minute.
• Excellent attention to detail, organization, and follow-up.
• Bilingual English/Spanish skills, including reading, writing, and speaking, are preferred.
• Ability to work a flexible schedule that may include early mornings, evenings, weekends, and holidays.
• A strong commitment to meeting both internal and external customer needs quickly and thoroughly.

Benefits and Perks

• A workplace culture that supports authenticity and acceptance.
• Competitive pay, 401(k) with company match, and eligibility for performance-based bonuses.
• Full wellness coverage, including medical, dental, vision, and a flexible spending account.
• 50% employee discount plus access to employee-only sales.
• Paid community volunteering time of up to 32 hours per year.
• Tuition reimbursement support.
• Employee Assistance Program with help for personal and family matters, including legal and financial consultations and mental health support.
• Discounts on entertainment tickets and additional offerings.
• Exposure to senior leaders and opportunities to grow within the organization.
• Opportunities for advancement across all levels of the company.

Equal Opportunity and Work Authorization

Torrid is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations may be requested if needed to access the careers website. The company participates in E-Verify.

Additional Information

Hourly pay is listed at $16.001 to $18.75 per hour.

Applicants may review the relevant E-Verify, right-to-work, CPRA, and EEO notices through the employer’s official employment materials.