Title: LEAD CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE AND SPECIAL ORDERS) Location: United States-Virginia-Virginia Beach Job Number: 220002B2 FULLTIME (35 HOURS) JOB SUMMARY: 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. DUTIES & RESPONSIBILITES: Responsible for completing and passing on supervisor's and/or manager's direction. Assist with on the job training, ensures availability of necessary manuals, equipment and supplies as needed. Responds to questions in reference to processes and procedures, product knowledge and merchandise availability. Assists with ensuring that we are compliant with all PII, PCI and ASER requirements. Ensures schedules and priorities are adhered to while keeping supervisor apprised of situations requiring attention. Carries out and ensures 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. Responds to inquiries and provides assistance in a prompt and friendly manner. Understands that our customers always come first and actively seeks knowledge concerning E-commerce, Uniforms and Special Order policies and procedures. Seeks to stay current with the merchandise assortment offered On-line and via Special Orders to include but not limited to, product information, availability and warranties. Assists with resolving difficult or unusual customer inquiries and/ or complaints in a timely manner striving for total customer satisfaction. Authorized to process orders for Free Shipping to assist with resolving customer service issues and or orders. As required, processes orders for authorized patrons as defined in the Armed Service Exchange Regulation (ASER) Has the authority to submit account adjustments for price discrepancies and adjustments, freight adjustments, undelivered, lost and/or damaged packages. Responsible for ensuring claims are filed with the appropriate carriers for lost and/or damaged packages. Provides assistance to customers, other NEX locations, and fellow team members in a professional and friendly manner. Serves as liaison between merchants, store personnel, distribution and accounting personnel, vendors and other business partners as necessary. Stays abreast of product, promotional and systems developments. Maintains an understanding of current NEX policies and procedures and assists team members accordingly. Adheres to prescribed telephone and e-mail etiquette/scripts, utilizing the Standard Operating Procedures as defined by management. 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 while contributing to building team spirit. Assists and provides direction to other team members as needed. Works evenings, weekends, holidays and overtime as needed. Works under the general supervision of designated supervisors and/or manager. Work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency, accuracy, conformance and compliance with PII, PCI, ASER and other written policies, procedures and instructions. Performs other related duties as assigned. This is a position offers benefits to include: Medical & Dental Insurance, Life Insurance, Paid Annual & Sick Leave, Matching 401K Plan, Pension Plan, and more! Qualifications: GENERAL EXPERIENCE: One 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. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE 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. AND SPECIALIZED EXPERIENCE : One 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. At any level, specialized experience may be substituted for required general experience.
