Customer Experience Representative

3 weeks ago

Rock Hill, South Carolina, United States BEDGEAR Full time
About the Position

The Customer Experience Representative is a key role at BEDGEAR, responsible for managing the product claims/warranty process to ensure a positive purchase experience for customers. This individual will serve as the brand ambassador and customer relations developer, providing exceptional communication skills to effectively deal with customers, vendors, and retailers.

Key Responsibilities
  • Manage customer inquiries from various sources, including chat, email, social media, and phone calls, regarding claim/warranty, product, and services inquiries.
  • Educate customers about warranty policies while elevating the brand and ensuring a positive customer service experience.
  • Resolve product or service problems by clarifying customer complaints, determining the cause, and selecting the best solution to solve the problem.
  • Responsible for scheduling services for various product lines and following up to ensure customers are being serviced properly.
  • Provide a superb customer experience through active listening, effective communication, and a personable positive attitude.
  • Maintain and improve a system of databases and protocols to enable fast determination of facts and expedient resolution of claims.
  • Attract potential customers by answering product and service questions and suggesting information about BEDGEAR products and services.
  • Ability to upsell products and convert to positive reviews.
  • Stay well-informed of all new product, services, policy, procedures, and system changes.
  • Ability for data entry and reporting.
  • Communicates reoccurring product defects or services issues to the manager on a timely basis to eliminate future occurrences.
  • Act as a conduit between customers and warranty service providers.
  • Review customer claims, determine if they fall within outlined criteria, and take the appropriate action for either a claim denial or proper processing of a valid claim.
  • Promote a culture of high performance and a commitment to continuous improvement.
Requirements
  • Must be 18 years of age or older.
  • Must be legally authorized to work in the United States and have necessary IDs.
  • English proficient (reading, writing, speaking, comprehension).
  • Computer savvy; proficient with Microsoft Office Suite and Outlook.
  • Must have strong communication and intrapersonal skills.
  • High-level email etiquette.
  • Must be able to learn and retain a working knowledge of all new and existing product lines.
Education/Experience/License Requirements
  • HS Diploma or GED.
  • Minimum 3+ years of customer service experience.
  • 2+ years' experience with consumer goods customer service and sales.
Work Environment

Fast-paced, occasionally stressful work environment.

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