Title: CUSTOMER EXPERIENCE REPRESENTATIVE Location: United States-Virginia-Virginia Beach Job Number: 22000229 Job Summary : Serves as Social Media representative providing a premier customer service experience through communication via Social Media interaction with internal and external customers including service members and their family members regarding their shopping experience, resolving customer complaints, compliments, etc. while shopping at NEX stores. Duties and Responsibilities : - Utilizes comprehensive knowledge and understanding of web-based applications and multiple social media platforms including but not limited to Facebook, Twitter, Instagram, etc. to respond to online engagement of all Social Medial platform inquiries and complaints within a timely manner, not to exceed the designated timeframe. - Responds to customer inquiries quickly, accurately and professionally, offering solutions and feedback sparking discussion and engagement on NEX official social media channels. - Follows up with customers on Home Delivery Service and Special Orders to ensure questions are correctly answered and issues resolved in a timely manner and to customers satisfaction. - Provides reporting on trends, customer issues, specific store issues, promotional issues and best practices in real time to ensure reaction in a timely manner. - Uses available resources and scripts to obtain customer feedback; seeks out additional resources for additional answers as necessary. - Communicates effectively (written and verbal) with key business partners so that they are aware of turnaround time in responding to customer related issues, and follows up as needed to ensure Premier Customer Service. - Identifies and refers sensitive issues with broader impact to the organization to the Public Affairs Office (PAO) for handling. Keeps customers informed on matters/issues escalated to senior management and when to expect a response. - Demonstrates advanced customer service skills including the ability to handle complex or difficult situations in a professional and tactful manner at all times. - Leverages knowledge and experience with resolving customer complaints and issues to provide input in senior specialist in order to influence improvement in functional areas such as videos, events, front-end, audio/visual, etc.) by working collaboratively and creatively within respective department to achieve the desired goal. - Works with Specialist to develop and launch social media strategies and content relative to improving customer experience as gleaned from customer complaints and issues. - Collaborate with Marketing Insights department to evaluate customer research, market conditions and competitor data, and implement marketing plan changes as needed as it relates to customer feedback, complaints and/or issues. - Possesses enhanced knowledge regarding concepts, practices, and procedures within relative business industry/sectors and demonstrates ability to respond using proper grammar and formatting; provides first-contact resolution to all issues with both templates and non-template related issues. Provides recommendations for new templates and emerging trends, and issues to ensure managements awareness, and how to respond. - Demonstrates good judgment in addressing and resolving issues, and making decisions that are both fiscally responsible and consistent with NEXCOMs commitment to providing Premier Customer Service. - Researches, develops, and executes strategic social media plans for assigned Focus Markets and carries out the companys Social Media strategy as it pertains complies with NEXCOM's initiatives regarding social media initiatives accounts. Performs other related duties as assigned. Reports to the Manager, Value Added Programs. Qualifications: Total of 3 years of experience consisting of the following: GENERAL EXPERIENCE: 2 years of experience which was gained in retail, ecommerce, or other related responsible work that enabled the applicant to gain knowledge in providing a premier customer experience; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4 year bachelor's degree for 3 years of general experience. AND SPECIALIZED EXPERIENCE: Minimum of 1 year of experience which demonstrated proficiency in the use of social media mediums such as Facebook, Twitter, Instagram; strong written communication skills and strong analytical skills.
