Navy Exchange Services (NEX) CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE & SPECIAL ORDERS) RFT in NORFOLK, Virginia
Title: CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE & SPECIAL ORDERS) RFT Location: United States-Virginia-Norfolk Job Number: 180001NX
Job Summary: Responsible for providing knowledgeable, courteous and professional service and assistance to our NEX customers and stores via the telephone, email, website, and other social media methods. Reports to Customer Contact Center Supervisors.
Duties and Responsibilities: Responds to inquiries and assists customers and/or stores via phone, e-mail, fax and other Social Media outlets. Including however not limited to, On-line Orders, Phone Orders and Special Orders. Maintains appropriate documentation for Customer Orders and Special 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 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 manifest system and other tracking methods.
Analyzes problems and offers solutions. Communicates 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 NEXCOM's policies and procedures as it applies to returns.
Serves as 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. Maintaining an understanding of current NEX policies and procedures.
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. Assist other Team members as needed.
Works evenings, weekends, 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 e-mail 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: 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 a college, university, or junior college above the high school level may be substituted on the basis of one-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.