CUSTOMER EXPERIENCE REPRESENTATIVE (White Glove Team)

NEXCOM•Virginia Beach, VA

10d

About The Position

The Customer Experience Representative serves as a social media representative for NEXCOM, providing premier customer service to internal and external customers, including service members and their families, regarding their shopping experiences at NEX stores. The role responds to inquiries and complaints across NEX social media channels, works to resolve customer issues, and ensures follow-up is timely and satisfactory. The representative monitors customer feedback and trends, communicates issues to business partners and senior management, and refers sensitive matters with broader organizational impact to the Public Affairs Office. The role also supports social media strategies and content, develops recommendations for response templates, and collaborates with Marketing Insights to apply customer research and feedback to marketing plans and customer experience improvements. The position reports to the Manager Value Added Programs.

Requirements

At least 3 years of total experience, including the stated general and specialized experience requirements.
Two years of general experience in retail, ecommerce, or other responsible work that provides knowledge of premier customer experience, interpersonal work relationships, and mature judgment; eligible education substitution is described in the posting.
At least 1 year of specialized experience demonstrating proficiency with social media platforms such as Facebook, Twitter, and Instagram.
Strong written communication skills.
Strong analytical skills.

Responsibilities

Respond to engagement, inquiries, and complaints on NEX social media platforms, including Facebook, Twitter, and Instagram, within designated timeframes.
Provide accurate, professional responses and solutions to customers through official NEX social media channels.
Follow up with customers regarding Home Delivery Service and Special Orders to resolve questions and issues.
Report trends, customer and store issues, promotional issues, and best practices in real time.
Use available resources and scripts to obtain customer feedback and seek additional resources when needed.
Communicate with business partners about response turnaround times and follow up to support premier customer service.
Refer sensitive issues with broader organizational impact to the Public Affairs Office and keep customers informed about escalated matters and expected response times.
Handle complex or difficult customer situations professionally and tactfully.
Provide input to senior specialists on functional-area improvements, including videos, events, and front-end audiovisual services.
Work with specialists to develop and launch social media strategies and content aimed at improving customer experience.
Collaborate with Marketing Insights to evaluate customer research, market conditions, and competitor data and implement relevant marketing plan changes.
Use proper grammar and formatting, provide first-contact resolution for template and non-template issues, and recommend new templates based on emerging trends and issues.
Exercise sound judgment in resolving issues and making decisions consistent with NEXCOM’s commitment to premier customer service.
Research, develop, and execute strategic social media plans for assigned Focus Markets and carry out the company’s social media strategy and initiatives.
Perform other related duties as assigned.