CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - PART TIME

Job Summary

This role supports our customers with inquiries related to E-Commerce orders, Uniform services, and general customer assistance. No prior experience in these areas is required - training will be provided.

Responsibilities

• Responds to inquiries and assists customers and/or stores via phone and e-mail, including however not limited to On-line Orders and Phone Orders.
• 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 and resolving issues in the most cost-effective manner while maximizing customer satisfaction.
• Escalates unresolved customer issues to supervisor as necessary.
• Comprehends, captures, and interprets 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 policies and procedures as it applies to returns.
• Serves as a liaison between the merchant's 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.
• Assists 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).
• Performs other related duties as assigned.

Qualifications

• 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.
• 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.

Benefits

The schedule is set and predictable, making it easy to plan ahead while supporting our customers during key service hours.