CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - FULL TIME

Call Center - Customer Service Representative - Full Time

Job Number: 260002DD

Primary Location: United States-Virginia-Virginia Beach

Organization: Omni Channel

Pay Range: $16.75

Job Summary: Responsible for providing knowledgeable, courteous, and professional service and assistance to our NEX customers and stores via the telephone and email. Reports to Customer Contact Center Supervisors.

Duties and Responsibilities:

• Responds to inquiries and assists customers and/or stores via phone and email. 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 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 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, Keep it New KIN plans, and NEXCOMs policies and procedures as it applies to returns.
• Serves as liaison between the merchants, store personnel, distribution, and accounting personnel, vendors, and other business partners as necessary.
• Stays abreast of product promotional and systems 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.
• Work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency, accuracy, conformance, and compliance with PII, PCI, ASER, and other written policies, procedures, and instructions.
• Adheres to prescribed telephone and email etiquette scripts utilizing the Standard Operating Procedures as defined by management.
• Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations ASER.
• Performs other related duties as assigned.

General Experience: 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. OR Substitution of Education for Experience: 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. At any level, specialized experience may be substituted for required general experience.

Specialized 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.

Schedule: Full-Time (35+ hours)

Unposting Date: Ongoing