The Customer Service Specialist will serve as an expert in Customer Service by providing inbound customer service via phone, email and chat. In addition, the Specialist will act as a liaison between the Customer Service and other business contacts, handle escalated calls, schedule and conduct final customer follow-up to ensure complete satisfaction experience. The Specialist may also serve as a product specialist, training mentor, home agent (when needed), or unmanaged agency specialist.
Essential Functions and Responsibilities includes the information below
Provide outstanding customer service via phone, email, and chat.
Assess customer needs and provide requested information to customer in an effective verbal and written format
Provide all available products and pricing to the customer so they can make an informed purchasing decision
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.
Provide positive and quality customer service through one-call resolution.
Recommend products or services in an effort to exceed customer expectations and to promote add-on sales.Work with direct marketing team to understand current web promotions and specials sales outlined in current catalogs as well to be able to upsell and push promotions.
Provide assistance with orders.
Proactively follow-up with customers as needed to advise on shipment delays and/or to gain information necessary to process the order.
Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
Arrange for special handling of orders and deliveries with internal departments to include merchandising, uniform services or distribution to insure uniforms and other products are expedited to meet customer’s requirements.
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)
Review and release orders within various order entry system holds
Coordinate between Customer Service and other business contacts to ensure timely responses to customer inquires
Schedule and conduct final customer follow-up to confirm completion and satisfaction with customer
Efficiently maintain ID verification process for restricted items
Handled escalated calls to provide issue resolution
Respond to social media and voice of the customer survey contacts
Training Mentor – Support new hires during transition from training to floor ready
Provide verbal and written assessment of new hire capabilities
Identify additional training needs
Product Specialist – Support product inquiries
Provide advance and technical product specifications
Act as point of contact for QR issues for Customer Service
Support product FAQs and training needs
Home Agent – Support calls and CS tasks remotely
Unmanaged Agency Specialist – Bid/Quote specialist, B2B
Act as point of contact for win/losses of Bid and Quote requests
Facilitate the set-up of B2B websites, as requested
Qualifications (Experience/Knowledge/Systems/Applications or Equipment):
Extensive knowledge of product categories and of all customer service procedures to include order entry, complaint handling, decision making, problem solving, inventory availability, service issues and accounts receivable.
Ability to handle multiple chat sessions at one time.
Ability to coordinate multi resources internally and externally to resolve customer inquiries
Excellent time management and follow up skills with customers for resolution and satisfaction
Ability to research and interpret product specifications, including technical and installation instructions.
Knowledgeable in Agency Bid/Quote process and establishing agency custom websites.
Service mentality, self- disciplined professional, and the ability to work in a team environment.
Ability to work with all company software used to manage and maintain customers. Proficient with the Internet, Word, Excel, Outlook and PowerPoint.
Schedule flexibility to include day, nights, weekends and overtime.
Strong verbal and written communication skills
Strong attention to detail, accuracy and efficiency are a must
Knowledge of identification verification process
Advance knowledge of order entry and organizational procedures
Ability to remotely log into company systems (quiet and clean work environment) as business needs dictate.
Demonstrate ability to balance service and efficiency expectations, maintain or exceed satisfactory key performance indicators (KPI’s)
Must demonstrate excellent reliability and be viewed as a role model with regard to attendance.
Educational and/or Training Requirements:
2-3 years in a customer relations role, call center environment preferred
Salary - 35K to 45K