Call Center Representative Outbound (Part-time)

Movado Group.com

Remote

New Jersey, United States

Part Time

At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement. We invite you to come share in our success. Our people are the cornerstone of business – we invite you to grow your career with us.

The call center representative outbound will be a customer-focused team player. In this role, you’ll primarily handle outbound interactions, supporting product, e-commerce, parts, and repair requests. You’ll resolve customer inquiries, process orders, track refunds, and manage escalations with professionalism and care. This position is ideal for individuals who thrive in fast-paced environments, enjoy problem-solving, and value delivering excellent service. You’ll work across phone, email, and various platforms, keeping accurate records and ensuring customers feel supported at every step. Training and collaboration are part of our culture, and flexibility during peak seasons is key.

Roles & Responsibilities:

Manage outbound calls for product, e-commerce, parts, and repair requests, including secure credit card handling, repair review, and follow-up.
Deliver first-level assessment, support, and resolution of customer care issues.
Handle escalations in accordance with policies and procedures.
Create Return Authorizations (RAs) for parts and e-commerce orders.
Submit problem logs and process replacement orders.
Track and monitor refunds, coordinating with internal teams and customers.
Handle teardown requests for components and finished goods.
Process BOD and accommodation requests.
Conduct Yotpo review follow-ups to support customer experience initiatives.
Provide email support for NJ-Parts and Customer Service queues.
Resolve service or billing complaints, including exchanges, refunds, and bill adjustments.
Maintain detailed records of customer interactions and transactions in CRM systems.
Ensure compliance with company policies, security protocols, and data protection standards.
Attend mandatory monthly training sessions and department meetings (sometimes outside scheduled hours).
Be available for mandatory overtime during peak seasons or as business needs require.
Provide inbound call support as needed.

Job Requirements:

High Level of professionalism
Proven track record of remote experience and fast-paced environment a plus
Minimum of 1 year of service-related experience in a call center environment
Automatic Call Distributor (ACD) system experience is a plus
Must have the ability to learn systems and multitask by navigating multiple windows to obtain and update necessary information while assisting customers.
Excellent written and oral communication skills.
Basic knowledge of Microsoft Outlook is required.

Outlook

Word

Excel

One Note

SAP experience is a plus
Bilingual Spanish is a plus

The hourly rate for this position is $18.50.

This position role enjoys access to 401(k), Employee Assistance Program, and Watch Accommodations/Discounts!

DIRECT APPLICANTS ONLY - NO AGENCIES

Movado Group, Inc. designs, sources, and distributes MOVADO®, MVMT®, OLIVIA BURTON®, EBEL®, CONCORD®, COACH®, TOMMY HILFIGER®, HUGO BOSS®, LACOSTE®, and CALVIN KLEIN® watches worldwide, and operates Movado company stores in the United States.

Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.

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