CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - FULL TIME

Job Summary

Responsibilities

• Responds to inquiries and assists customers and/or stores via phone and email.
• Maintains appropriate documentation for Customer Orders while adhering to PII and PCI requirements.
• Provides friendly, professional, and personalized customer service at all times.
• Manages difficult customer situations, responding promptly to the needs of the customer, resolving issues in the most cost-effective manner while maximizing customer satisfaction.
• Escalates unresolved customer issues to supervisor as necessary.
• Comprehends and captures basic customer information, updating the Customer database with required changes in a precise and accurate manner.
• Prepares and sends email correspondence in accordance with the Standard Operating Procedures (SOP) as defined by the management team.
• Tracks orders and provides delivery status using multiple manifest systems and other tracking methods, including external sites such as DHL and FedEx.
• Analyzes problems and offers solutions.
• Communicates in a professional manner with clarity using good verbal and written communication skills at all times.
• Handles customer inquiries and complaints with tact and professionalism.
• Provides customer assistance regarding product information as well as warranty-related problems.
• Maintains an understanding of Uniform regulations, New KIN plans, and NEXCOM’s policies and procedures as it applies to returns.
• Serves as a liaison between merchants, store personnel, distribution, and accounting personnel, vendors, and other business partners as necessary.
• Stays abreast of product, promotional, and system developments.
• Maintains an understanding of current NEX policies and procedures.
• Adapts easily to change, working in a 24/7 environment requiring flexibility to meet unexpected demands.
• Works as part of a highly motivated customer service team, welcoming feedback while contributing to building team spirit.
• Affords assistance to other team members as needed.
• Works evenings, weekends, holidays, and overtime as needed.
• Works under the general supervision of designated supervisors.
• Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations (ASER).

Requirements

• 1 year responsible experience in customer contact center or work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled.
• Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.
• Specialized experience may be substituted for required general experience.
• 1 year progressively responsible experience in retail call center or other related sales performing the kind of duties which constitute the principal work of the position to be filled.

Qualifications

• High School Diploma or equivalent.
• Basic computer skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Flexibility to work evenings, weekends, holidays, and overtime.

Skills

• Customer Service
• Phone and Email Etiquette
• Order Management
• Problem Solving
• Communication

Benefits

(Not specified)

Pay

(Not specified)

Schedule

(Not specified)