Title: CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE) Location: United States-Virginia-Virginia Beach Job Number: 220001BV This job is for mornings and mid-day shifts. Job Summary: The person hired is responsible for providing knowledgeable courteous and professional service and assistance to our NEX customers and stores via the telephone and email. Reports to Customer Contact Center Supervisors. Duties and Responsibilities: Responds to inquiries and assists customers and/or stores via phone and email. Including but not limited to Online 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 the needs of the customer by resolving issues in the most cost effective manner while maximizing customer satisfaction. Escalates unresolved customer issues to supervisor as necessary. Comprehends captures and interprets basic customer information updating the Customer data base with required changes in a precise accurate manner. Prepares and sends email correspondence in accordance with the Standard Operating Procedures, SOP as defined by the management team. Tracks orders and provides delivery status using multiple manifest systems and other tracking methods including external sites such as DHL and FedEx. Analyzes problems and offers solutions by communicating in a professional manner with clarity using good verbal and written communication skills at all times. Handles customer inquiries and complaints with tact and professionalism. Provides customer assistance regarding product information as well as warranty related problems. Maintaining an understanding of Uniform regulations, Keep it New, KIN plans and NEXCOMs policies and procedures as it applies to returns. Serves as a liaison between the merchants store personnel, distribution, and accounting personnel vendors and other business partners as necessary. Stays abreast of product promotional and systems developments while maintaining an understanding of current NEX policies and procedures. Adapts easily to change working in a 24/7 environment to meet unexpected demands. Works as part of a highly motivated customer service team welcoming feedback, while contributing to building team spirit. Assist other Team members as needed. Works evening's weekend's holidays and overtime as needed. Works under the general supervision of designated supervisors. 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. Adheres to prescribed telephone and email etiquette scripts utilizing the Standard Operating Procedures as defined by management. Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations ASER. Performs other related duties as assigned. Qualifications: GENERAL EXPERIENCE: One year of responsible experience with 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: Studies completed in a college, university, or junior college above the high school level may be substituted on the basis of onehalf 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 of 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.
