CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - FULL TIME

NEXCOM•Virginia Beach, VA

2d•Onsite

About The Position

Responsible for providing knowledgeable, courteous, and professional service and assistance to our NEX customers and stores via the telephone and email. This role involves managing customer inquiries, resolving issues, processing orders, and maintaining accurate documentation while adhering to PII and PCI requirements. The representative will analyze problems, offer solutions, and serve as a liaison between various departments and external partners. Adaptability to a 24/7 environment, flexibility, and teamwork are essential.

Requirements

1 year responsible experience in a customer contact center or work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position.
1 year progressively responsible experience in a retail call center or other related sales performing duties that constitute the principal work of the position.
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.

Responsibilities

Responds to inquiries and assists customers and/or stores via phone and e-mail, including 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 customer needs and resolving issues effectively.
Escalates unresolved customer issues to a supervisor as necessary.
Updates the customer database with required changes in a precise and accurate manner.
Prepares and sends email correspondence in accordance with Standard Operating Procedures (SOP).
Tracks orders and provides delivery status using multiple manifest systems and other tracking methods, including external sites.
Analyzes problems and offers solutions.
Communicates in a professional manner with clarity, using good verbal and written communication skills.
Handles customer inquiries and complaints with tact and professionalism.
Provides customer assistance regarding product information and warranty-related problems.
Maintains an understanding of Uniform regulations, Keep it New (KIN) plans, and NEXCOM's policies and procedures as they apply to returns.
Serves as a liaison between merchants, store personnel, distribution and accounting personnel, vendors, and other business partners.
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 and contributing to team spirit.
Assists other team members as needed.
Works evenings, weekends, holidays, and overtime as needed.
Adheres to prescribed telephone and e-mail etiquette scripts, utilizing Standard Operating Procedures.
Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations (ASER).
Performs other related duties as assigned.