Customer Experience Representative

Galls • Lexington, KY

25d • Hybrid

About The Position

The Customer Experience Representative serves as the front-line to all inbound
customer needs. Wherever possible, this role will strive for one-call resolution
to the customer needs. This role is responsible to capture the needs of any
escalated or transferred inquiries to give accurate and helpful information to
expedite the customer experience.

Requirements

• 1 – 3 years of customer service, call center preferred
• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Effective 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, GQ, and Outlook)
• Problem solving skills

Responsibilities

• Provide outstanding customer service via phone and email – identifying customer needs, place accurate orders, provide order status, handle basic invoice requests and credit/returns.
• Assess customer needs and provide requested information to customer in an effective verbal and written format
• Provide all available products and pricing to the customer so they can make an informed purchasing decision. Recommend products to exceed customer expectations and support add-on sales.
• Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.
• Provide 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 specials sales outlined in current catalogs as well to be able to upsell and push promotions.
• Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Utilize decision making and trouble-shooting skills to resolve customer concerns (i.e. freight costs, warranty guidelines, pricing, return orders, shipment delays and product concerns)
• Efficiently maintain ID verification process for restricted items

Benefits

• Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date (FT Only
• Hybrid Work Schedule
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Daily Pay- Receive up to 50% of wages for hours worked DAILY!!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees