The Customer Service Specialist will serve as an expert in Customer Service by providing inbound customer service via phone, email and chat. In addition, the Specialist will act as a liaison between the Customer Service and other business contacts, handle escalated calls, schedule and conduct final customer follow-up to ensure complete satisfaction. The Specialist may also serve as a product specialist, training mentor, home agent (when needed), or unmanaged agency specialist.
Provide outstanding customer service via phone, email, and chat.
Assess customer needs and provide requested information to customer in an effective verbal and written format.
Provide all available products and pricing to the customer so they can make an informed purchasing decision.
Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.
Provide positive and quality customer service through one-call resolution.
Recommend products or services in an effort to exceed customer expectations and to promote add-on sales.
Work with direct marketing team to understand current web promotions and specials sales outlined in current catalogs as well to be able to upsell and push promotions.
Proactively follow-up with customers as needed to advise on shipment delays and/or to gain information necessary to process the order.
Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
Arrange for special handling of orders and deliveries with internal departments to include merchandising, uniform services or distribution to insure uniforms and other products are expedited to meet customer's requirements.
Utilize decision making and trouble-shooting skills to resolve customer concerns (i.e. freight costs, warranty guidelines, pricing, return orders, shipment delays and product concerns).
Review and release orders within various order entry system holds.
Coordinate between Customer Service and other business contacts to ensure timely responses to customer inquires.
Schedule and conduct final customer follow-up to confirm completion and satisfaction with customer.
Efficiently maintain ID verification process for restricted items.
Handled escalated calls to provide issue resolution.
Respond to social media and voice of the customer survey contacts.
10-7pm or 9-6pm
Call Justin at 859-310-7579 or email