Job Details
Summary:
Customer Experience Representative is responsible for assisting customers with general order questions, product information, website troubleshooting and order troubleshooting. This position is also responsible for creating, maintaining, and improving customer relationships while interacting with customers, daily. This position is accountable for guiding customers through their shopping, assisting customers with navigating through the product catalogs and answering questions they may have.
As needed, the Customer Experience Representative will handle difficult customers and/or situations utilizing exceptional customers service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures.
Essential Functions and Responsibilities:
- Receive and Promptly Respond to Customer Queries.
- Document customer concerns and resolutions within each order worked.
- Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise. Is consistently courteous with all customers and keeps all customer commitments.
- Maintain up-to-date product, sales, services and company knowledge.
- Investigate customer s problems and collaborate with multiple departments to find solutions and resolve issues.
- Demonstrate the Company s Core and Growth Values in the performance of all job functions.
Maintain reliable attendance.
Qualifications:
- Ability to maneuver effortlessly through various communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information.
- Accurately respond to customer inquiries through instant messaging software
- Utilize available resources to respond to customer inquiries.
- Fluent in English; reading, writing, and speaking.
- Ability to type 50 WPM.
- Rigorous critical thinking skills
- Organization skills
- Self-Motivated and Self Starter
- Work well under pressure in a fast-paced environment
Education:
- Associate degree 2 + years college coursework completed preferred.
- 1-2 years' customer service experience, preferably in a contact center operations environment.
- Additional experience in customer sales, customer service, or digital communications is a plus.
- Live CHAT representative experience is a plus.
- Call center or tele-sales experience is a plus.
Work Environment and Physical Demands
The Customer Experience Representative role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 25 pounds. The noise level in the work environment is generally quiet to moderate.
While performing the duties of this job, the employee is not exposed to temperature-related weather conditions.
Position Type/Expected Hours of Work
This is a full-time position; Monday Thursday 10:30 AM 7:00 PM, Saturday 8:00AM-4:30PM some overtime.
Travel requirements do not exist for this position.
There are no supervisory responsibilities associated with this role.
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression