LEAD Customer Service Representative (uniform/e - commerce AND Special Orders)

Lead Customer Service Representative

Location: United States-Virginia-Virginia Beach

Job Summary: Responsible for assisting Supervisors and/or Managers with ensuring courteous, timely, and professional service and assistance is provided to our NEX customers. Keeps Supervisors and/or Managers apprised of situations requiring their attention.

Duties and Responsibilities:

• Responsible for completing and passing on supervisor's and/or manager's directions.
• Assist with on-the-job training, ensure the availability of necessary manuals, equipment, and supplies as needed.
• Responds to questions regarding processes and procedures, product knowledge, and merchandise availability.
• Assists with ensuring compliance with all PII, PCI, and ASER requirements.
• Ensures schedules and priorities are adhered to while keeping the supervisor apprised of situations requiring attention.
• Carries out and ensures that department policies and procedures are followed, ensuring premier customer service when assisting customers online via email, special orders, Facebook, 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 online and via special orders, including 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 back orders.
• Has the authority to submit account adjustments for price discrepancies, freight adjustments, undelivered, lost, 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 a liaison between merchants, store personnel, distribution, accounting personnel, vendors, and other business partners as necessary.
• Stays abreast of product promotions and system developments.
• Maintains an understanding of current NEX policies and procedures and assists team members accordingly.
• Adheres to prescribed telephone and email etiquette, using scripts and 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 and contributing to building team spirit.
• Assists and provides guidance to other team members as needed.
• Works evenings, weekends, holidays, and overtime as required.
• Works under the general supervision of designated supervisors and/or managers.
• 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 policies, procedures, and instructions.
• 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 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.

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.