Customer Service Representative
Confirmed on the employer's own hiring board on Oct 13, 2026. First seen by Alion on Sep 9, 2026. Lilly Pulitzer scores B on the Alion truth index.
Lilly Pulitzer
Job Type:
RegularBrand Strategy
Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out.
Our Brand vision statement is: “Create Your Sunshine, A Resort State of Mind”.
Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming.
Job Description
The Customer Service Representative has the primary responsibility of enhancing the experience of the Lilly Pulitzer® consumer who contacts us through the call center. This is inclusive of Ecommerce, Retail, Wholesale, and Internal consumers. Other responsibilities include delighting and appeasing the customer,representingthe brand effectively to consumers, and providing an experience that is consistent with our Sunshine Service guidelines and expectations. The primary points of interaction with consumers will be through phone, email, live chat, and social channels.
The Customer Experience team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Representative is a key member of our Direct-to-Consumer team.
The Customer Service Representative has three primaryobjectives:
Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone,emailand live chat communication and will result in increasedspendlevels and high retention.
Play a key role in finding solutions for escalated scenarios and resolving open issues.
Provide overall support for the Customer Service team during peak seasons and online sale events.
A day in the life…
Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
Document and update consumer records based on interactions.
Maintain a knowledge base of the evolving LP brand.
Listen and respond appropriately while placing online and/or telephone orders.
Service and process e-commerce exchanges.
Process manual returns and exchanges resulting from Retail purchases.
Locate items and complete the sale for Consumers.
Responds to irate callers in a courteous, professional manner.
Performs other duties as assigned or required bysupervisor.
Adheres to attendance guidelines to ensure successful contribution toteam’sgoals and performance.
Flexible and willing to help work on department initiatives as needed.
Meet or exceed all CSR goals.
Maintain department productivity levels for customer satisfaction.
Use creative problem-solving skills in questionable service requests to increase retention.
Handle large call volumes whilemaintainfocus on the customer at hand.
Troubleshoot billing questions within PayPal, CyberSource,Afterpay, andKlarna .
Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
Work closely with our Signature Store owners, which are privately owned stores thatrepresentour brand.
Ability to work Mon-Fri 9AM -5:30PM in our home office location, 1-2 Saturdays a month arerequired. (Note Hours of operation are subjected to change during peak seasons and holidays).
Additionalresponsibilities include:
Provide phone support during peak seasons, as well as during the onlinesalein August and January each year.
Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
Qualifications for the Position
2 or 4-year degree in communications, retail merchandising, general studies, or other closely relatedsubject;Bachelor’sdegree preferred.
1-3years’previouscustomer service/ call center environment.
1-3 years’previousSales,or retail experience
Excellent interpersonal and motivational skills, innovative and self-starter.
Positive attitude and an engaging businesslike approach.
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
Excellent attention to detail, and organizational skills.
Ability to perform a high volume of transactions accurately with limited supervision.
Proficiencyin using personal computers, includingproficiencyin Microsoft Windows, Word, Excel, and Power Point.
Ability to master the EREG POS system, along with any new POS systems that are implemented.
Abilityto understand data flows and understand how stock levels and product dataiscaptured and populated on the website.
Ability to work comfortably and productively in all MS Office Applications
Pleasant, friendly, and engaging speaking voice
Exceptional “solution-oriented” nature
Comfort in dealing withnew technologyand systems.
Ability to multi-task while managing time.
Demonstrated ability to work in a fast-paced environment.
Our Core Values: The Lilly Way. Rooted in our bold, original, and inclusive brand outlook, these principles define how we dothingsThe Lilly Way.
We take pride in the pursuit of excellence
We create our own path
We become stronger together
Weoperatewith integrity
We make the world a brighter place
We continuously improve
We have fun in the process
Doing Our Part
As acompanywe commit to corporate social responsibility. We believe in doing the right thing for our people, the places we work, and our planet. Webelieve in a respectful and inclusive workplace.We recognize the importance of serving the communities where our employees work and live.We arecognizantof the impact that our operations can have on the environment and actively explore and pursueenvironmentally-friendlyprocesses throughout our business. This position is expected to contribute to the advancement of these principles.
A Little More to Know…
This position is classified asfull-time, hourly, non-exempt position. This position is eligible for overtime and standard company benefits.
This position is based inourof King of Prussia,Pennsylvania, home office.
This position requires adherence to defined break times, given the nature ofoperatingthe 1-888-PB-LILLY number.
Given the seasonality of the business, this position may require flexible,additionalworking hours during peak periods. There will also be blackout periods for vacation timedeterminedby the Customer Service Supervisor and the Retail Operations Manager
This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.
This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.
This position is reviewed annually.
Lilly Pulitzer is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here.
Lilly Pulitzer participates in E-Verify. Details inEnglish and Spanish. Right to Work Statement inEnglish and Spanish.
If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact the Lilly Pulitzer Talent Development Department at 610-878-5550.
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