Customer Service Representative

16 hours ago

Lexington KY USA, United States Galls LLC Full time
Customer Experience Representative

Galls LLC is seeking a highly skilled Customer Experience Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service via phone and email, ensuring that our customers receive accurate and helpful information to expedite their experience.

Key Responsibilities:
  • Provide outstanding customer service via phone and email, identifying customer needs and providing accurate orders, order status, and handling basic invoice requests and credit/returns.
  • Assess customer needs and provide requested information in an effective verbal and written format.
  • Provide all available products and pricing to customers, recommending products to exceed customer expectations and support add-on sales.
  • Efficiently and accurately record all order/purchase order information, including price, discounts, ship-to address, and ship via, item numbers, quantity, and any notes related to the order or customer.
  • Document inbound inquiries with correct call disposition and resolution for proper tracking and reporting.
  • Aid in escalated transfers by providing accurate and detailed information to ensure customer resolution.
  • Understand and execute web promotions and specials sales outlined in current catalogs to upsell and push promotions.
  • Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
  • Utilize decision-making and trouble-shooting skills to resolve customer concerns (i.e., freight costs, warranty guidelines, pricing, return orders, shipment delays, and product concerns).
  • Maintain ID verification process for restricted items.

Requirements:

  • 1-3 years of customer service, call center experience preferred.
  • Effective in building and maintaining positive customer relations.
  • Excellent written and verbal communication skills.
  • Effective negotiation and closing techniques.
  • Ability to effectively upsell and cross-sell based on customer needs.
  • Ability to manage time and prioritize multiple responsibilities.
  • Strong PC skills (Knowledge base, Internet, Microsoft Office, GQ, and Outlook).
  • Problem-solving skills.

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