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 procedure

• 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.

Qualifications

• 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

Education

• Associates degree require
• 1-2 years' customer service experience, preferably in a contact center operations environment.
• Additional experience in customer sales, customer service, or digital communications is a plus.
• Live CHAT representative experience is a plus
• Call center or tele-sales experience is a plus

Work Environment & Physical Demands

The Customer Experience Representative role operates in a professional office setting. This role
routinely uses standard office equipment such as computers, phones, and photocopiers. The employee
is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the
ability to occasionally lift and/or exert force, up to 25 pounds. The noise level in the work environment
is generally quiet to moderate.

While performing the duties of this job, the employee is not exposed to temperature-related weather
conditions

Position Type/Expected Hours of Work

This is a full-time position; Monday – Friday 8:00 AM – 5:00 PM, some overtime
Travel requirements do not exist for this position.
There are no supervisory responsibilities associated with this role.

Equal Employment Opportunity

Qualified applicants are considered for employment, and employees are treated during employment
without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran
status, gender identity, or expression, genetic information, or any other legally protected status.