CUSTOMER EXPERIENCE REPRESENTATIVE

NEXCOM•Virginia Beach, VA

About The Position

Serves as a Social Media representative providing a premier customer service experience through communication via social media interaction with internal and external customers, including service members and their family members, regarding their shopping experience, resolving customer complaints, compliments, etc., while shopping at NEX stores.

Requirements

Total of 3 years of experience, consisting of the following:
GENERAL EXPERIENCE: 2 years of experience gained in retail e-commerce or other related responsible work that enabled the applicant to acquire knowledge in providing a premier customer experience, skill in dealing with others in person-to-person work relationships, and the ability to exercise mature judgment.
OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4-year bachelor's degree, for 3 years of general experience.
AND SPECIALIZED EXPERIENCE: A minimum of 1 year of experience demonstrating proficiency in the use of social media platforms such as Facebook, Twitter, and Instagram, with strong written communication skills and strong analytical skills.

Responsibilities

Utilizes comprehensive knowledge and understanding of web-based applications and multiple social media platforms, including but not limited to Facebook, Twitter, Instagram, etc., to respond to online engagement and inquiries on all social media platforms and complaints within a timely manner, not to exceed the designated timeframe.
Responds to customer inquiries quickly, accurately, and professionally, offering solutions and feedback, sparking discussion and engagement on NEX official social media channels.
Follows up with customers on Home Delivery Service and Special Orders to ensure questions are correctly answered and issues are resolved in a timely manner and to customers' satisfaction.
Provides reporting on trends, customer issues, specific store issues, promotional issues, and best practices in real time to ensure a prompt reaction.
Uses available resources and scripts to obtain customer feedback; seeks out additional resources for further answers as necessary.
Communicates effectively, both in writing and verbally, with key business partners so that they are aware of turnaround times in responding to customer-related issues and follows up as needed to ensure premier customer service.
Identifies and refers sensitive issues with broader organizational impact to the Public Affairs Office (PAO) for handling. Keeps customers informed on matters and issues escalated to senior management and when to expect a response.
Demonstrates advanced customer service skills, including the ability to handle complex or difficult situations professionally and tactfully at all times.
Leverages knowledge and experience with resolving customer complaints and issues to provide input to senior specialists to influence improvements in functional areas such as videos, events, front-end, audio-visual, etc., by working collaboratively and creatively within respective departments to achieve desired goals.
Works with specialists to develop and launch social media strategies and content related to improving the customer experience, as gleaned from customer complaints and issues.
Collaborates with the Marketing Insights department to evaluate customer research, market conditions, and competitor data, and implements marketing plan changes as needed, based on customer feedback, complaints, and issues.
Possesses advanced knowledge of concepts, practices, and procedures within relevant business industry sectors and demonstrates the ability to respond using proper grammar and formatting, providing first-contact resolution to all issues, including both templated and non-templated issues. Makes recommendations for new templates and emerging trends and issues to ensure management's awareness and appropriate responses.
Demonstrates good judgment in addressing and resolving issues and making decisions that are both fiscally responsible and aligned with NEXCOM's commitment to providing premier customer service.
Researches, develops, and executes strategic social media plans for assigned focus markets and implements the company's social media strategy as it pertains to compliance with NEXCOM's initiatives regarding social media accounts.
Performs other related duties as assigned.