CUST EXPERIENCE REPRESENTATIVE - GOVT BUSINESS

About the Role

Key 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, inquiries, and complaints across all social media platforms 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 customer satisfaction.
• Provides reporting on trends, customer issues, specific store issues, promotional issues, and best practices in real time to ensure a prompt response.
• Uses available resources and scripts to obtain customer feedback; seeks out additional resources for further answers as necessary.
• Communicates effectively in writing and verbally with key business partners so 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 or 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 in a professional and tactful manner at all times.
• Leverages knowledge and experience in 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 the respective department to achieve desired goals.
• Works with specialists to develop and launch social media strategies and content aimed at improving the customer experience, based on 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, in relation to customer feedback, complaints, or issues.
• Researches, develops, and executes strategic social media plans for assigned focus markets, implementing the company's social media strategy as it pertains to and complies with NEXCOM initiatives regarding social media accounts.
• Performs other related duties as assigned.

Requirements

• A total of 3 years of experience, including at least 2 years gained in retail e-commerce or related responsible work that enabled the applicant to acquire knowledge in providing a premier customer experience, and strong interpersonal skills.
• OR substitution of education for experience: 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 specialized experience demonstrating proficiency in the use of social media platforms such as Facebook, Twitter, and Instagram, along with strong written communication skills and analytical skills.

Nice to Have

• Experience with social media strategy development and content creation.
• Knowledge of market research, competitive analysis, and social media marketing strategy development.
• Experience with data reporting and social media analysis tools.

Qualifications

• Experience in retail e-commerce or related fields.
• Proficiency in social media platforms such as Facebook, Twitter, and Instagram.
• Strong written communication skills and analytical skills.

Benefits & Perks

• Full-time schedule (35+ hours).