Customer Experience Representative

JOB SUMMARY

We are looking for a Customer Experience Representative who enjoys finding creative solutions to customer’s inquiries while providing an exceptional experience. The Customer Experience Representative engages and educates our small business buyers as they navigate situations to grow their business. While delivering a first-class experience, interactions vary from email, phone, and web chat. With exceptional critical thinking and problem-solving skills, the Customer Experience Representative aims to achieve our first contact resolution goal. Through first-hand experience, Customer Experience Representatives review current processes, make recommendations for improvement, and partner with leadership to implement those improvements to create a better customer experience.

Many team members have defined their own niche at B-Stock while still maintaining their customer service responsibilities. B-Stock welcomes innovators and rewards them for these efforts. The role reports to the Customer Experience Supervisor. 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES 

• Deliver a personalized, positive customer experience through various forms of contact 
• Inbound telephone support
• Web-based chat support
• Email Support
• Utilizing your specialized knowledge and experience, submit suggestions for improvement to streamline current processes to ensure efficiency and productivity
• Advocate on behalf of the customers internally by proactively identifying areas of opportunity
• Assist customers with account creation and troubleshooting
• Communicate with customers and third-party suppliers ensuring a smooth transaction process 
• With exceptional attention to detail, review customer applications to process them in a timely manner and assist with customer documentation inquiries
• Complete ongoing and one-time projects to the benefit of customers and internal teams

MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES

• High School Diploma/GED Certificate
• Positive attitude, hard working, flexible with changing priorities, and eager to learn 
• Excellent written and verbal English, reading comprehension, and judgment skills
• Ability to come up with meaningful solutions, even if that means thinking outside the box
• High emotional Intelligence (ability to perceive, use, understand, manage, and handle emotions)
• Love technology
• Think personalized responses are the bomb (even when using a canned/macro)
• Like the Avengers, the crew of the starship Enterprise, and the Rebel Alliance, you have the ability to work independently or as part of a team to accomplish our goals"

PREFERRED QUALIFICATIONS

• 1+ year(s) of diverse customer experience; traditional call center, restaurant/food service, front office administration, and everything in between. All the unsung heroes who interact with customers day in and day out...we'd love to chat)
• Knowledge of Salesforce or similar customer service programs
• Online auction or e-commerce experience is very helpful
• Second language skill at a professional proficiency level (Spanish or French)
• Typing speed of 35 WPM

SCHEDULES AVAILABLE:

• 9:30am - 6:00pm MT (M-F)

The pay rate for this role will range between $19.23 to $20.23 per hour. We consider many factors when determining salary offers, such as the applicant’s work experience, education and training, skills, market data, and internal equity.

EMPLOYEE BENEFITS

• Competitive compensation packages including bonus and options
• Medical, dental, and vision benefits
• Matching 401(K)
• Paid time off
• Telecommuting and remote-work options
• Support for continuing education
• Team off-sites, social events, annual company events, and frequent extracurricular activities
• Unlimited snacks and drinks