SUMMARY

The Customer Experience 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 with Galls experience. The Specialist may also serve as a product specialist, training mentor, home agent (when needed), or unmanaged agency specialist.

WHAT YOU'LL DO

• Provide outstanding customer service via phone, email, and chat.
  * Assess customer needs and provide the requested information to customers 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 the 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 the 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 ensure 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 inquiries.
  * Schedule and conduct final customer follow-up to confirm completion and satisfaction with the 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.

WHAT YOU BRING

• Extensive knowledge of Galls product categories and of all customer service procedures including order entry, complaint handling, decision making, problem-solving, inventory availability, service issues, and accounts receivable.
• Ability to handle multiple chat sessions at one time.
• Ability to coordinate multi resources internally and externally to resolve customer inquiries.
• Excellent time management and follow-up skills with customers for resolution and satisfaction.
• Ability to research and interpret product specifications, including technical and installation instructions.
• Knowledgeable in Agency Bid/Quote process and establishing agency custom websites.
• Service mentality, self-disciplined professionalism, and the ability to work in a team environment.
• Ability to work with all company software used to manage and maintain customers. Proficient with the Internet, Word, Excel, Outlook and PowerPoint.
• Schedule flexibility to include days, nights, weekends, and overtime.
• Strong verbal and written communication skills.
• Strong attention to detail, accuracy and efficiency are a must.
• Knowledge of identification verification process.
• Advance knowledge of order entry and organizational procedures.
• Ability to remotely log into company systems (quiet and clean work environment) as business needs dictate.
• Demonstrate ability to balance service and efficiency expectations, and maintain or exceed satisfactory key performance indicators (KPI's).
• Must demonstrate excellent reliability and be viewed as a role model with regard to attendance.

EDUCATION/TRAINING/EXPERIENCE

• 3-5 years of call center or relevant customer service experience.
• High School Diploma or equivalent required

Galls is an Equal Opportunity Employer of people from all walks of life, including persons with disabilities and veterans. Galls is passionately committed to diversity and inclusion in all that we do. We invite you to join our team, grow with us and contribute by bringing your authentic, best self to work.

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