LEAD CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Navy Exchange Services (NEX) • Virginia Beach, VA • 3h ago

Title: LEAD CALL CENTER CUSTOMER SERVICE REPRESENTATIVE Location: United States-Virginia-Virginia Beach Job Number: 260001C9 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 and Responsibilities: 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 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 merchant's 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 position is designed as a temporary role with employment lasting up to 6 months. Qualifications: GENERAL EXPERIENCE: 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. 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: 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. At any level specialized experience may be substituted for required general experience.

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