Customer Experience Representative is responsible for assisting customers with general order questions, product information, website troubleshooting and order troubleshooting. This position is also responsible for creating, maintaining, and improving customer relationships while interacting with customers, daily. This position is accountable for guiding customers through their shopping, assisting customers with navigating through the product catalogs and answering questions they may have.

As needed, the Customer Experience Representative will handle difficult customers and/or situations utilizing exceptional customers service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures.

Responsibilities:

• Receive and Promptly Respond to Customer Queries.
• Document customer concerns and resolutions within each order worked.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise. Is consistently courteous with all customers and keeps all customer commitments.
• Maintain up-to-date product, sales, services and company knowledge.
• Investigate customer’s problems and collaborate with multiple departments to find solutions and resolve issues.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.

Requirements:

• Ability to maneuver effortlessly through various communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information.
• Accurately respond to customer inquiries through instant messaging software
• Utilize available resources to respond to customer inquiries.
• Fluent in English; reading, writing, and speaking.
• Ability to type ≥50 WPM.
• Rigorous critical thinking skills
• Organization skills
• Self-Motivated and Self Starter
• Work well under pressure in a fast-paced environment

We Provide:

• Competitive compensation
• Competitive Medical, Dental and Vision Benefits
• Company provided Life Insurance and Short-Term Disability
• 401(k) Employer Match
• Generous Vacation and Paid Time Off Programs
• Closed on all major holidays
• Team Member discounts on Visual Comfort Products

Compensation: $24 per hour

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