Customer Experience Representative

About This Role

The Customer Experience Representative serves as the primary point of contact for all inbound customer needs, striving for one-call resolution and accurately capturing escalated inquiries. This role involves providing outstanding customer service via phone and email, processing orders, and resolving customer concerns.

Responsibilities

• Provide outstanding customer service via phone and email, identifying customer needs, placing accurate orders, providing order status, and handling basic invoice requests and credit/returns
• Assess customer needs and provide requested information in an effective verbal and written format
• Provide all available products and pricing to customers to assist in informed purchasing decisions and recommend products for add-on sales
• Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, ship via, item numbers, quantity, and notes
• Provide positive and quality customer service through one-call resolution
• Document inbound inquiries with correct call disposition and resolution for tracking and reporting
• Aid in escalated transfers by providing accurate and detailed information to ensure customer resolution
• Understand and execute web promotions and special sales outlined in current catalogs to upsell and push promotions
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Utilize decision-making and trouble-shooting skills to resolve customer concerns (e.g., freight costs, warranty guidelines, pricing, return orders, shipment delays, product concerns)
• Efficiently maintain ID verification process for restricted items

Requirements

• 1-3 years of customer service experience
• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Effective negotiation and closing techniques
• Ability to effectively upsell and cross-sell based on customer needs
• Ability to manage time and prioritize multiple responsibilities
• Strong PC skills (Knowledge base, Internet, Microsoft Office, GQ, and Outlook)
• Problem solving skills

Qualifications

• 1-3 years of customer service, call center preferred

Nice to Have

• Call center experience

Skills

* Required skills

Benefits