Customer Service Administrative Assistant

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• (NEXCOM) CUSTOMER SERVICE REPRESENTATIVE - UNIFORM/E-COMMERCE |PART TIME|

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  Title: (NEXCOM) CUSTOMER SERVICE REPRESENTATIVE - UNIFORM/E-COMMERCE |PART TIME| Location: United States-Virginia-Virginia Beach Job Number: 24000158 Job Summary: Responsible for providing knowledgeable courteous and professional service and assistance to our NEX customers and stores via the telephone and email. Reports to Customer Contact Center Supervisors. Duties and Responsibilities: Responds to inquiries and assists customers and or stores via phone and e-mail. Including however not limited to On-line Orders and Phone Orders. Maintains appropriate documentation for Customer Orders while adhering to PII and PCI requirements. Provides Friendly Professional and Personalized customer service at all times. Manages difficult customer situations responding promptly to the needs of the customer resolving issues in the most cost-effective manner while maximizing customer satisfaction. Escalates unresolved customer issues to supervisor as necessary. Comprehends captures and interprets basic customer information updating the Customer data base with required changes in a precise accurate manner. Prepares and sends email correspondence in accordance with the Standard Operating Procedures SOP as defined by the management team. Tracks orders and provides delivery status using multiple manifest systems and other tracking methods including external sites such as DHL and FedEx. Analyzes problems and offers solutions. Communicates in a professional manner with clarity using good verbal and written communication skills at all times. Handles customer inquiries and complaints with tact and professionalism. Provides customer assistance regarding product information as well as warranty related problems. Maintaining an understanding of Uniform regulations Keep it New KIN plans and NEXCOM s policies and procedures as it applies to returns. Serves as liaison between the merchants\' store personnel distribution and accounting personnel vendors and other business partners as necessary. Stays abreast of product promotional and systems developments. Maintaining an understanding of current NEX policies and procedures. Adapts easily to change working in a 24/7 environment requiring flexibility to meet unexpected demands. Works as part of a highly motivated customer service team welcoming feedback while contributing to building team spirit. Assist other Team members as needed. Works evenings weekends holidays and overtime as needed. Works under the general supervision of designated supervisors. Work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency accuracy conformance and compliance with PII PCI ASER and other written policies procedures and instructions. Adheres to prescribed telephone and e-mail etiquette scripts utilizing the Standard Operating Procedures as defined by management. Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations ASER. Performs other related duties as assigned. Qualifications: GENERAL EXPERIENCE: 1-year responsible experience in customer contact center or work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience. At any level specialized experience may be substituted for required general experience. AND SPECIALIZED EXPERIENCE: 1 year progressively responsible experience in retail call center or other related sales performing the kind of duties which constitute the principal work of the position to be filled.

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• Administrative Assistant

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  Title: (NEX LITTLE CREEK) -CUSTOMER SERVICE CLERK Location: United States-Virginia-Virginia Beach Job Number: 240000EX Job Summary: Performs a variety of duties in connection with NEX internal and external customer services operations. Works as part of a sales team to provide service which anticipates and exceeds customer expectations. Duties and Responsibilities: Greets and provides specialized services to customers. Performs transactions quickly, efficiently, and professionally. Provides the following representative services Provides layaway services. Explains layaway policies and requirements. Provides refunds, merchandise exchanges, and price adjustments in accordance with NEX policy. Takes and places customer special orders as required. Computes cost and takes required deposit. Places orders promptly and follows up regularly with applicable Buyer Vendor. Advises customer of delivery and updates status of order as necessary. Assists customers in opening NEXCARD accounts. Provides applications and basic program information. Assists customers with questions regarding their accounts such as; available balances, credit limits, and etc. Accepts NEXCARD payments. Becomes knowledgeable in NEX store policies including; Richter Merchandising System functions and operation; merchandise returns, price matching, check cashing, and etc. Is empowered and responsible for resolving customer problems and complaints consistently, tactfully, and intelligently ensuring customer satisfaction as the end result. Nonroutine issues are immediately referred to a higher level associate having authority to resolve the matter. Interacts with customers and coworkers in a friendly and professional manner which includes adhering to NEX dress codes, uniform standards, and assisting supporting sales team members to the maximum extent possible. Communicates information to customers knowledgeably and legibly. Follows up on commitments and handles all details necessary to successfully complete the sales encounter. Thanks customers for their patronage. Reviews stock assortments and communicates regularly with supervisor, store manager etc. regarding additions, deletions, customer preferences needs and problems etc. Participates in department meetings and actively seeks to exchange ideas regarding improvements in customer service, job performance, achievement of store department sales goals etc. As required performs cash register transactions. Performs all types of cash register transactions, cash, charge, check, layaway, gift certificate, etc. in an accurate and procedurally correct manner. Shops the competition to become familiar with commercial sector retail store sales events, policies, best practices etc. Advises customers of upcoming sales events and services available throughout the Navy Exchange such as; gift wrapping, engraving, delivery, gift certificates, etc. Maintains a high level of awareness in assigned areas and offers excellent customer service to all patrons internal and external in order to deter theft. Completes paperwork associated with merchandise, inventory movement, price adjustments, customer returns, cash register operation, etc. accurately and completely. Assists in training new associates in store programs and policies as assigned. Performs other related duties as assigned This position is represented by the American Federation of Government Employees Local 22 Qualifications: GENERAL EXPERIENCE 1 year responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. SUBSTITUTION OF EDUCATION FOR EXPERIENCE Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.

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