Customer Experience Representative

Summary:

Primary Responsibilities:

• Provide timely and accurate information on product features, warranty, quality, order fulfillment, pricing, and credit to customers, Brand Ambassadors, and other interested parties.
  


• Process customer orders/changes and returns according to established policies and procedures.
  


• Ensure accuracy in order processing, customer records, documentation, and product information.
  


• Collaborate with the Credit Department to resolve disputed credit items.
  


• Provide timely feedback to management regarding service failures or customer concerns.
  


• Approve and process service credits up to $250 without additional approval.
  


• Prioritize tasks efficiently and manage multiple responsibilities.
  


• Handle customer complaints, returns, and repairs professionally, finding effective solutions.
  


• Work closely with other departments to resolve issues and support growth.
  

Knowledge, Skills & Abilities:

• Ability to offer innovative solutions and personalized recommendations to meet unique customer requests.
  


• Proficient in reading and responding to customers' emotions and preferences.
  


• Capable of managing high\-volume email communication with quick response times.
  


• Working knowledge of Microsoft Office, including Word and Excel.
  


• Experience in addressing and resolving customer issues with tact and diplomacy.
  


• Strong command of the English language, especially in telephone communication.
  


• Ability to work effectively in a team environment.
  


• Familiarity with database or ERP systems.
  

Minimum Requirements:

• High school diploma; some college preferred.
  


• Minimum of five years of customer service experience.
  

Effort:

• Work is performed in a cubicle setting.
  


• Operates a computer and keyboard; enters data into the system.
  


• Communicates with customers via telephone, email, and in person.