Customer Experience Representative

GALLS, LLC is the largest and fastest-growing supplier of uniforms and equipment to public safety professionals, with a national presence in more than 80 locations. With over 50 years in the industry, we serve America’s public safety professionals by providing the broadest selection of uniforms, equipment, and solutions combined with great customer service.

About the role

The Customer Experience Representative serves as the front line for all inbound customer needs. This role strives for one-call resolution of customer inquiries and is responsible for capturing the needs of escalated or transferred inquiries, providing accurate and helpful information to expedite the customer experience.

Responsibilities

• Provide outstanding customer service via phone and email—identifying customer needs, placing accurate orders, providing order status, handling basic invoice requests, and managing credit/returns
• Assess customer needs and provide requested information in an effective verbal and written format
• Provide all available products and pricing to help customers make informed purchasing decisions; recommend products to exceed expectations and support add-on sales
• Efficiently and accurately record all order/purchase order information, including price, discounts, ship-to address, shipping method, item numbers, quantity, and any notes related to the order or customer
• Deliver positive and quality customer service through one-call resolution
• Document inbound inquiries with correct call disposition and resolution for proper tracking and reporting
• Aid in escalated transfers by providing accurate and detailed information to ensure customer resolution
• Understand and execute web promotions and special sales outlined in current catalogs, as well as upsell and promote sales initiatives
• Initiate orders for replacement parts and/or correct errors (shortages, wrong item shipped, etc.)
• Utilize decision-making and troubleshooting skills to resolve customer concerns (e.g., freight costs, warranty guidelines, pricing, return orders, shipment delays, and product concerns)
• Efficiently maintain the ID verification process for restricted items

Requirements

• 1–3 years of customer service experience, call center preferred
• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Strong negotiation and closing techniques
• Ability to effectively upsell and cross-sell based on customer needs
• Ability to manage time and prioritize multiple responsibilities
• Strong PC skills (knowledge base, internet, Microsoft Office, and Outlook)
• Problem-solving skills

Benefits

• Excellent medical, dental, and vision coverage—eligible the 1st of the month after start date
• 401(k) retirement plan with company contribution
• Flexible benefits—choose what you like, ignore the rest
• Generous employee discount
• Vacation and personal time
• Paid holidays
• Tuition reimbursement
• Daily Pay: up to 50% of your earned wages available immediately