What are the responsibilities and job description for the PART TIME CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE) position at NAVY EXCHANGE SERVICE COMMAND (NEXCOM)?
- Job Summary:**
- Duties and Responsibilities:**
- Respond to inquiries and provide assistance to customers and stores via phone and email, including but not limited to online and phone orders.
- Maintain accurate documentation for customer orders while ensuring compliance with PII and PCI requirements.
- Offer friendly, professional, and personalized customer service at all times.
- Effectively manage challenging customer situations, responding promptly to customer needs and resolving issues in a cost-effective manner to maximize customer satisfaction; escalate unresolved issues to supervisors as necessary.
- Comprehend, capture, and interpret essential customer information, updating the customer database with accurate changes.
- Prepare and send email correspondence in alignment with the Standard Operating Procedures (SOP) established by the management team.
- Track orders and provide delivery status using various manifest systems and other tracking methods, including external sites such as DHL and FedEx.
- Analyze problems and propose solutions while maintaining clear, professional communication, both verbally and in writing; handle customer inquiries and complaints with tact and professionalism.
- Provide assistance to customers regarding product information and warranty-related issues; maintain awareness of Uniform regulations, Keep it New (KIN) plans, and NEXCOM policies and procedures relevant to returns.
- Act as a liaison among merchants, store personnel, distribution and accounting teams, vendors, and other business partners as necessary.
- Stay informed about product promotions and system developments while understanding current NEX policies and procedures.
- Adapt easily to changes in a 24/7 work environment, demonstrating flexibility to meet unexpected demands; collaborate as part of a highly motivated customer service team and welcome feedback while contributing to team spirit. Offer assistance to other team members when needed.
- Be available for evening, weekend, holiday, and overtime shifts as required.
- Work under the general supervision of designated supervisors; perform tasks independently within the framework of established policies and procedures, with evaluations based on efficiency, accuracy, compliance, and adherence to PII, PCI, ASER, and other policies and instructions.
- Follow prescribed telephone and email etiquette scripts and utilize the SOPs defined by management.
- Process orders for authorized patrons as outlined in the Armed Services Exchange Regulations (ASER).
- Perform other related duties as assigned.
United States-Virginia-Virginia Beach
Organization
Omni Channel
Schedule
Full-Time (35 hours)
Unposting Date
Feb 10, 2025, 12:59:00 PM
- GENERAL EXPERIENCE** A minimum of 1 year of relevant experience in a customer contact center or any role demonstrating satisfactory performance in the required position.
- SUBSTITUTION OF EDUCATION FOR EXPERIENCE** Post-secondary education completed at a college or university, or junior college beyond the high school level, may be substituted for experience on the basis of six months of relevant experience for each half academic year of study. Additionally, specialized experience may be considered in lieu of the required general experience at any level.
- SPECIALIZED EXPERIENCE** A minimum of 1 year of progressively responsible experience in a retail call center or related sales environment, performing key duties pertinent to the position being filled.
