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NAVY EXCHANGE SERVICE COMMAND (NEXCOM) · 2 hours ago

CUSTOMER EXPERIENCE REPRESENTATIVE

United States-Virginia-Virginia Beach

Full-time

Onsite

Mid Level

3+ years exp

Navy Exchange Service Command (NEXCOM) is seeking a Customer Experience Representative to provide premier customer service through social media interactions. The role involves responding to customer inquiries, resolving complaints, and collaborating with various departments to enhance the customer experience.

Information Technology

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 and inquiries on all social media platforms 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 are 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 a prompt reaction

Uses available resources and scripts to obtain customer feedback; seeks out additional resources for further answers as necessary

Communicates effectively, both in writing and verbally, with key business partners so that they are aware of turnaround times in responding to customer-related issues and follows up as needed to ensure premier customer service

Identifies and refers sensitive issues with broader organizational impact to the Public Affairs Office (PAO) for handling. Keeps customers informed on matters and 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 professionally and tactfully at all times

Leverages knowledge and experience with resolving customer complaints and issues to provide input to senior specialists to influence improvements in functional areas such as videos, events, front-end, audio-visual, etc., by working collaboratively and creatively within respective departments to achieve desired goals

Works with specialists to develop and launch social media strategies and content related to improving the customer experience, as gleaned from customer complaints and issues

Collaborates with the Marketing Insights department to evaluate customer research, market conditions, and competitor data, and implements marketing plan changes as needed, based on customer feedback, complaints, and issues

Possesses advanced knowledge of concepts, practices, and procedures within relevant business industry sectors and demonstrates the ability to respond using proper grammar and formatting, providing first-contact resolution to all issues, including both templated and non-templated issues. Makes recommendations for new templates and emerging trends and issues to ensure management's awareness and appropriate responses

Demonstrates good judgment in addressing and resolving issues and making decisions that are both fiscally responsible and aligned with NEXCOM's commitment to providing premier customer service

Researches, develops, and executes strategic social media plans for assigned focus markets and implements the company's social media strategy as it pertains to compliance with NEXCOM's initiatives regarding social media accounts

Performs other related duties as assigned

Qualification

Social Media ProficiencyCustomer Service SkillsAnalytical SkillsWritten CommunicationRetail E-commerce Experience

Required

Total of 3 years of experience

2 years of experience gained in retail e-commerce or other related responsible work that enabled the applicant to acquire knowledge in providing a premier customer experience

Skill in dealing with others in person-to-person work relationships

Ability to exercise mature judgment

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

A minimum of 1 year of experience demonstrating proficiency in the use of social media platforms such as Facebook, Twitter, and Instagram

Strong written communication skills

Strong analytical skills

Company

NAVY EXCHANGE SERVICE COMMAND (NEXCOM)

Glassdoor3.4

The Navy Exchange Service Command (NEXCOM) Enterprise encompasses six business lines, boasting a workforce of more than 14,000 associates located around the globe.

Founded in 1946

Virginia Beach, Virginia, USA

10001+ employees