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Customer Experience Representative

2 months ago

Virginia Beach, Virginia, United States Navy Exchange Full time
Job Summary:

Serves as a key member of the Navy Exchange team, providing a premier customer service experience through communication via various channels, including social media, email, and phone. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to handle complex customer inquiries and complaints in a professional and timely manner.

Duties and Responsibilities:
  • Respond to Customer Inquiries: Utilize comprehensive knowledge and understanding of web-based applications and multiple social media platforms to respond to online engagement of all social media platform inquiries and complaints within a timely manner.
  • Provide Solutions and Feedback: Respond to customer inquiries quickly, accurately, and professionally, offering solutions and feedback that sparks discussion and engagement on Navy Exchange official social media channels.
  • Follow-up with Customers: Follow up with customers on Home Delivery Service and Special Orders to ensure questions are correctly answered and issues resolved in a timely manner and to customer satisfaction.
  • Provide Reporting and Analysis: Provide reporting on trends, customer issues, specific store issues, promotional issues, and best practices in real-time to ensure a timely reaction.
  • Use Available Resources: Use available resources and scripts to obtain customer feedback, seek out additional resources for additional answers as necessary.
  • Communicate Effectively: Communicate effectively, both written and verbal, with key business partners to ensure they are aware of turnaround time in responding to customer-related issues and follow up as needed to ensure Premier Customer Service.
  • Identify and Refer Sensitive Issues: Identify and refer sensitive issues with broader impact to the organization to the Public Affairs Office (PAO) for handling. Keep customers informed on matters escalated to senior management and when to expect a response.
  • Demonstrate Advanced Customer Service Skills: Demonstrate advanced customer service skills, including the ability to handle complex or difficult situations in a professional and tactful manner at all times.
  • Provide Input for Improvement: Leverage knowledge and experience with resolving customer complaints and issues to provide input in senior specialist in order to influence improvement in functional areas such as videos, events, front-end audio visual, etc. by working collaboratively and creatively within respective departments to achieve the desired goal.
  • Develop and Launch Social Media Strategies: Work with Specialist to develop and launch social media strategies and content relative to improving customer experience as gleaned from customer complaints and issues.
  • Collaborate with Marketing Insights: Collaborate with Marketing Insights department to evaluate customer research, market conditions, and competitor data and implement marketing plan changes as needed as it relates to customer feedback, complaints, and issues.
  • Stay Up-to-Date with Industry Trends: Possess enhanced knowledge regarding concepts, practices, and procedures within relative business industry sectors and demonstrate the ability to respond using proper grammar and formatting, providing first-contact resolution to all issues with both templates and non-template related issues. Provide recommendations for new templates and emerging trends and issues to ensure management's awareness and how to respond.
  • Exercise Good Judgment: Demonstrate good judgment in addressing and resolving issues and making decisions that are both fiscally responsible and consistent with Navy Exchange's commitment to providing Premier Customer Service.
  • Research and Execute Strategic Social Media Plans: Research, develop, and execute strategic social media plans for assigned Focus Markets and carry out the company's Social Media strategy as it pertains to and complies with Navy Exchange's initiatives regarding social media initiatives and accounts.
  • Perform Other Related Duties: Perform other related duties as assigned.
  • Reports to: Manager, Value Added Programs

Total of 3 years of experience consisting of the following:

  • General Experience: 2 years of experience gained in retail, e-commerce, or other related responsible work that enabled the applicant to gain knowledge in providing a premier customer experience, skill in dealing with others in person-to-person work relationships, and the ability to exercise mature judgment.
  • Substitution of Education for Experience: 1 year of academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4-year bachelor's degree for 3 years of general experience.
  • Specialized Experience: Minimum of 1 year of experience that demonstrated proficiency in the use of social media mediums such as Facebook, Twitter, Instagram, strong written communication skills, and strong analytical skills.