-
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
-
Title: (NEXCOM) CUSTOMER EXPERIENCE REPRESENTATIVE|FULL TIME| Location: United States-Virginia-Virginia Beach Job Number: 24000157 Job Summary: Serves as Social Media representative providing a premier customer service experience through communication via Social Media interaction with internal and external customers including service members and their family members regarding their shopping experience resolving customer complaints compliments etc. while shopping at NEX stores. Duties and Responsibilities: Utilizes comprehensive knowledge and understanding of web-based applications and multiple social media platforms including but not limited to Facebook Twitter Instagram etc. to respond to online engagement of all Social Medial platform inquiries and complaints within a timely manner not to exceed the designated timeframe. Responds to customer inquiries quickly accurately and professionally offering solutions and feedback sparking discussion and engagement on NEX official social media channels. Follows up with customers on Home Delivery Service and Special Orders to ensure questions are correctly answered and issues resolved in a timely manner and to customers satisfaction. Provides reporting on trends customer issues specific store issues promotional issues and best practices in real time to ensure reaction in a timely manner. Uses available resources and scripts to obtain customer feedback seeks out additional resources for additional answers as necessary. Communicates effectively written and verbal with key business partners so that they are aware of turnaround time in responding to customer related issues and follows up as needed to ensure Premier Customer Service. Identifies and refers sensitive issues with broader impact to the organization to the Public Affairs Office PAO for handling. Keeps customers informed on matters issues escalated to senior management and when to expect a response. Demonstrates advanced customer service skills including the ability to handle complex or difficult situations in a professional and tactful manner at all times. Leverages knowledge and experience with resolving customer complaints and issues to provide input in senior specialist in order to influence improvement in functional areas such as videos events front-end audio visual etc. by working collaboratively and creatively within respective department to achieve the desired goal. Works with Specialist to develop and launch social media strategies and content relative to improving customer experience as gleaned from customer complaints and issues. Collaborate with Marketing Insights department to evaluate customer research market conditions and competitor data and implement marketing plan changes as needed as it relates to customer feedback complaints and or issues. Possesses enhanced knowledge regarding concepts practices and procedures within relative business industry sectors and demonstrates ability to respond using proper grammar and formatting provides first-contact resolution to all issues with both templates and non-template related issues. Provides recommendations for new templates and emerging trends and issues to ensure managements awareness and how to respond. Demonstrates good judgment in addressing and resolving issues and making decisions that are both fiscally responsible and consistent with NEXCOMs commitment to providing Premier Customer Service. Research, develops and executes strategic social media plans for assigned Focus Markets and carries out the company\'s Social Media strategy as it pertains complies with NEXCOM s initiatives regarding social media initiatives accounts. Performs other related duties as assigned. Reports to the Manager Value Added Programs Qualifications: Total of 3 years of experience consisting of the following: GENERAL EXPERIENCE: 2 years of experience which was gained in retail ecommerce or other related responsible work that enabled the applicant to gain knowledge in providing a premier customer experience skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4-year bachelor s degree for 3 years of general experience. AND SPECIALIZED EXPERIENCE: Minimum of 1 year of experience which demonstrated proficiency in the use of social media mediums such as Facebook Twitter Instagram strong written communication skills and strong analytical skills.
-
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.
-
Overview
-
Overview
