Customer Experience Representative (12PM-8PM Late Shift)

Responsibilities

• Process customer orders accurately across multiple data entry models while adhering to all target deadlines to ensure compliance with company service level agreements.
• Supply information to customers about orders, deliveries, product availability, pricing, and promotions.
• Communicate with Logistics personnel to coordinate special delivery requirements and to resolve problems with product availability.
• Maintain accountability and a cheerful demeanor while handling inquiries, building strong relationships with customers and colleagues.
• Demonstrate emotional intelligence, working effectively with diverse individuals and actively seeking feedback for professional growth.
• Navigate systems, procedures, and other resources adeptly to provide accurate and prompt resolution to customer inquiries.
• Prioritize and manage multiple tasks simultaneously in an office environment with tight deadlines.
• Embrace change, adapt to a constantly evolving market, and apply new training knowledge consistently to deliver excellent customer service.
• Perform other duties as assigned.

Qualifications

• Comfortable with handling a large volume of customer inquiries via phone and email.
• Working knowledge of Windows, Office 365, and standard internet browsers.
• Able to review and retain a large number of Standard Operating Procedures and best practices in a fast-paced environment.
• Demonstrates high levels of empathy when working with customers and colleagues.
• Able to be adaptive and apply critical thinking to customer concerns to provide exceptional customer service.
• Comfortable with working in a recorded call environment and receiving monthly KPIs on performance.
• Able to perform hybrid work (80% in office, 20% remote).
• Able to maintain company equipment and a professional work environment in a remote setting.
• Flexible schedule availability to accommodate business needs when required.
• Able to work occasional weekends, holidays, and overtime.
• High School Diploma or equivalent.
• 0-2 years customer contact center experience.
• Must be eligible to work in the U.S.
• Must demonstrate patience, adaptability, problem-solving skills, teamwork, and a genuine commitment to providing a helpful and positive customer experience.

Physical Requirements

• Prolonged periods of sitting at a desk working on a computer.
• Ability to lift up to 15 lbs. occasionally (e.g., files, boxes of documents).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Visual activity required for reviewing documents, spreadsheets, and computer screens.
• Occasional standing, walking, and reaching within the office environment.