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Customer Service Specialist

Galls LLC

This is a Full-time position in Lexington, KY posted November 24, 2021.

Summary:
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 with Galls experience.

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

$1000 Retention bonus

This is a hybrid role: 2 days remote & 3 days in office.
Essential Duties and Responsibilities include the following.

Other duties may be assigned to meet business needs.

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.

Qualifications/requirements:
Extensive knowledge of Galls product categories and of all customer service procedures to include 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 professional, 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 day, 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, 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

Eligibility: To be considered for this position, the following criteria should be met.
Completed 1 year in your current position (exceptions to this may be considered with HR and supervisory approval).
Have current satisfactory performance rating and attendance record.

Employees with recent corrective actions may be declined the opportunity to post by their existing dept.

manager.
Have signature approval from current supervisor (note: may be declined due to business conditions within the existing department).

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.