Client Experience Representative - Retail

Client Experience Representative

PCs for People is a national nonprofit committed to digital inclusion and environmental sustainability. We provide affordable technology and internet access to individuals and families across the country, helping bridge the digital divide and empower communities.

About the Role

We are seeking a dedicated and enthusiastic Client Experience Representative to join our dynamic Mission Market team. As the primary point of contact for clients, you will be responsible for assisting and guiding them throughout their technology shopping journey. Your main objective is to deliver personalized and high-quality support to enhance the overall client experience.

Key Responsibilities

Client Experience

• Greet and welcome clients with a friendly and approachable demeanor, creating a warm and inviting atmosphere in the market
• Handle phone calls and emails with impeccable client service
• Actively listen to clients' inquiries, concerns, and feedback, providing accurate and helpful information about products, incentives, and policies
• Maintain an organized and visually appealing market environment by arranging items, restocking shelves, and ensuring product displays are attractive and well-maintained
• Address and resolve client complaints or issues professionally, escalating to management when necessary to ensure client satisfaction
• Participate in training sessions and workshops to enhance client service skills and stay informed about new products and services

Order Processing

• Process and approve online orders
• Process client transactions efficiently and accurately using the PCSCRM and point-of-sale (POS) system, handling cash, credit cards, and other payment methods and verifying and documenting client eligibility
• Handle product returns, exchanges, and refunds in accordance with company policies, ensuring a smooth and positive resolution for the client

Sales Support

• Assist clients in establishing accounts and locating products within the market, suggesting suitable alternatives, and explaining product features and benefits
• Stay up-to-date with product knowledge, promotions, and company policies to provide accurate and consistent information to clients

Mission Market Support

• Collaborate with team members to achieve market goals and maintain a positive work environment
• Assist in inventory management by conducting regular stock checks and reporting discrepancies to management
• Support team activities such as preparing and registering clients for events, coordinating pickups and deliveries, and supporting partnerships
• Other duties as requested

Requirements

• Previous experience in retail or client service is preferred but not mandatory
• Excellent communication and interpersonal skills with a client-focused approach
• Strong problem-solving abilities and the ability to handle challenging situations with tact and diplomacy
• Proficiency in using a computer, POS systems, and other retail software applications
• Flexible schedule to ensure clients are fully supported
• Physical ability to stand for extended periods and lift moderately heavy items when necessary
• Experience with CRM or partner management platforms preferred
• Bilingual or multilingual communication skills highly preferred
• Strong analytical thinking, attention to detail, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to meet deadlines and work independently in a fast-paced, changing environment
• Must be flexible, self-motivated, and adaptable
• Comfortable working in a general warehouse setting
• Good organizational skills, attention to detail, and willingness to follow standard procedures
• Ability to de-escalate difficult situations with empathy

What We Value

• Genuine interest in people, technology, and digital equity
• Compassionate, curious, and community-minded
• Graceful under pressure and adaptable in dynamic situations
• Collaborative teammate who brings energy and empathy to every interaction
• Self-motivated and solutions-oriented thinker

Physical Requirements

• Prolonged periods of sitting or standing at a workstation or service counter
• Ability to frequently lift or move items up to 25 pounds, occasional lifting of up to 50 pounds
• Frequent use of computer, phone, and other office equipment
• Capability to communicate clearly in person, by phone, and over digital platforms
• Frequent bending, kneeling, crouching, and reaching
• Capability to work in various indoor non temperature controlled environments
• Manual dexterity to handle tools, and small components
• Extended periods of walking or standing throughout the workday
• Visual acuity to read labels and perform detailed tasks
• Willingness to adhere to physical safety protocols

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment. Hours for part time schedule will be mutually agreed upon hire.

Compensation & Total Rewards

At PCs for People, we are committed to providing fair, equitable, and transparent compensation. The final base salary offer for this role will be determined based on a variety of factors, including the candidate's specific geographic location, relevant skills, specialized experience, and education or certifications.

In addition to base pay, PCs for People offers a comprehensive benefits package to eligible employees designed to support your total well-being:

• Health & Wellness: Comprehensive medical, dental, and vision insurance options.
• Retirement: A 401(k) plan with a 100% match on the first 3% deferred and 50% match on the next 2% deferred.
• Time Off: Vacation and Paid Sick Leave accrued based on hours worked, plus 12 paid company holidays.

We are committed to creating a diverse and inclusive workplace. PCs for People provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.