Customer Service Representative

7 days ago

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

As a Customer Service Representative for the Navy Exchange, you will be responsible for providing exceptional service and assistance to our customers and stores via phone and email. You will be the face of our organization, and your professionalism and courtesy will make a lasting impression on our patrons.

Key Responsibilities:
  • Respond to customer inquiries and provide assistance via phone and email, including online orders and phone orders.
  • Maintain accurate documentation for customer orders while adhering to PII and PCI requirements.
  • Provide personalized customer service at all times, managing difficult customer situations and escalating unresolved issues to supervisors as necessary.
  • Comprehend, capture, and interpret customer information, updating the customer database with required changes.
  • Prepare and send email correspondence in accordance with Standard Operating Procedures.
  • Track orders and provide delivery status using multiple manifest systems and other tracking methods.
  • Analyze problems and offer solutions, communicating in a professional manner with clarity and using good verbal and written communication skills.
  • Provide customer assistance regarding product information and warranty-related problems, maintaining an understanding of Uniform regulations, KIN plans, and NEXCOM policies and procedures.
  • Serve as a liaison between merchants, store personnel, distribution, and accounting personnel, vendors, and other business partners as necessary.
  • Stay abreast of product, promotional, and systems developments, maintaining an understanding of current NEX policies and procedures.
  • Adapt easily to change, working in a 24/7 environment requiring flexibility to meet unexpected demands.
  • Work as part of a highly motivated customer service team, welcoming feedback and contributing to building team spirit.
Requirements:
  • 1 year of responsible experience in customer contact center or work of any kind, demonstrating the ability to perform satisfactorily in the position.
  • OR substitution of education for experience: 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.
  • AND specialized experience: 1 year of progressively responsible experience in retail call center or other related sales, performing the kind of duties which constitute the principal work of the position.

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