LEAD CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

NEXCOM•Virginia Beach, VA

10h

About The Position

Responsible for assisting Supervisors and or Manager with ensuring courteous timely and professional service and assistance is provided to our NEX customers via telephone e-mail website and other social medias. Keeps Supervisor and or Manager apprised of situations requiring their attention. This position is designed as a temporary role with employment lasting up to 6 months.

Requirements

1-year responsible experience in customer contact center or work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled.
1 year progressively responsible experience in retail call center or other related sales performing the kind of duties which constitute the principal work of the position to be filled.
Study completed in college university or junior college above the high school level may be substituted on the basis of on-half academic year of study for 6 months of experience.
At any level specialized experience may be substituted for required general experience.

Responsibilities

Completing and passing on supervisor s and or manager s direction.
Assisting with on-the-job training.
Ensuring availability of necessary manuals equipment and supplies as needed.
Responding to questions in reference to processes and procedures product knowledge and merchandise availability.
Assisting with ensuring that we are compliant with all PII PCI and ASER requirements.
Ensuring schedules and priorities are adhered to while keeping supervisor apprised of situations requiring attention.
Carrying out and ensuring department policy and procedures are adhered to ensuring Premier Customer Service when assisting customers on-line via e-mail special orders Face-Book and other social media.
Responding to inquiries and providing assistance in a prompt and friendly manner.
Actively seeking knowledge concerning E-commerce Uniforms and Special-Order policies and procedures.
Staying current with the merchandise assortment offered On-line and via Special Orders to include but not limited to product information availability and warranties.
Assisting with resolving difficult or unusual customer inquiries and or complaints in a timely manner striving for total customer satisfaction.
Processing orders for Free Shipping to assist with resolving customer service issues and or or-orders.
Processing orders for authorized patrons as defined in the Armed Service Exchange Regulation ASER.
Submitting account adjustments for price discrepancies and adjustments freight adjustments undelivered lost and or damaged packages.
Ensuring claims are filed with the appropriate carriers for lost and or damaged packages.
Providing assistance to customers other NEX locations and fellow team members in a professional and friendly manner.
Serving as liaison between merchant's store personnel distribution and accounting personnel vendors and other business partners as necessary.
Staying abreast of product promotional and systems developments.
Maintaining an understanding of current NEX policies and procedures and assisting team members accordingly.
Adhering to prescribed telephone and e-mail etiquette scripts utilizing the Standard Operating Procedures as defined by management.
Adapting easily to change working in a 24/7 environment requiring flexibility to meet unexpected demands.
Working as part of a highly motivated customer service team welcoming feedback while contributing to building team spirit.
Assisting and providing direction to other team members as needed.
Working evenings weekends holidays and overtime as needed.
Performing other related duties as assigned.