Call Center - Customer Service Representative

Job Number:

260002DD

Omni Channel Pay Range: 16.75

Responsible for providing knowledgeable, courteous, and professional service and assistance to our NEX customers and stores via telephone and email. Reports to Customer Contact Center Supervisors.

• Responds to inquiries and assists customers and/or stores via phone and e‑mail, 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 customer needs, 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 database 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 Fed Ex.
• 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 and warranty‑related problems. Maintains an understanding of Uniform regulations, Keep It New (KIN) plans, and NEXCOM policies and procedures as they apply to returns.
• Serves as liaison between merchant 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.
• 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 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.

1 year responsible experience in a 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.

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.

1 year progressively responsible experience in a retail call center or other related sales performing the kind of duties which constitute the principal work of the position to be filled.