CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - FULL ...

Title: CALL CENTER - CUSTOMER SERVICE REPRESENTATIVE - FULL TIME Location: United States-Virginia-Virginia Beach Job Number: 260000KX Weu2019re hiring Customer Care Center Associates to join our team in a fast-paced call center environment. This role supports our customers with inquiries related to E-Commerce orders, Uniform services, and general customer assistance. No prior experience in these areas is required - training will be provided to ensure you have the tools and knowledge needed to succeed. This is a full-time, in-person position working on site at our Customer Care Center with a reliable and consistent schedule. Associates work an 8-hour shift scheduled between 10:00 AM and 10:00 PM, including alternating weekends. The schedule is set and predictable, making it easy to plan ahead while supporting our customers during key service hours. Job Summary : Responsible for providing knowledgeable, courteous, and professional service and assistance to our NEX customers and stores via telephone and email. Reports to Customer Contact Center Supervisors. Duties and Responsibilities : Responds to inquiries and assists customers and/or stores via phone and email, including, but not limited to, online orders and phone orders. Maintains appropriate documentation for customer orders while adhering to PII and PCI requirements. u00b7 Provides friendly, professional, and personalized customer service at all times. u00b7 Manages difficult customer situations by responding promptly to the needs of the customer, resolving issues in the most cost-effective manner while maximizing customer satisfaction. u00b7 Escalates unresolved customer issues to a supervisor as necessary. Comprehends, captures, and interprets basic customer information, updating the customer database with required changes in a precise, accurate manner. u00b7 Prepares and sends email correspondence in accordance with the Standard Operating Procedures (SOP) as defined by the management team. u00b7 Tracks orders and provides delivery status using multiple manifest systems and other tracking methods, including external sites such as DHL and FedEx. u00b7 Analyzes problems and offers solutions. u00b7 Communicates in a professional manner with clarity, using good verbal and written communication skills at all times. u00b7 Handles customer inquiries and complaints with tact and professionalism. u00b7 Provides customer assistance regarding product information as well as warranty-related problems. u00b7 Maintains an understanding of Uniform regulations, Keep It New (KIN) plans, and NEXCOMu2019s policies and procedures as they apply to returns. u00b7 Serves as a liaison between store personnel, distribution, accounting personnel, vendors, and other business partners as necessary. u00b7 Stays abreast of product, promotional, and system developments. u00b7 Maintains an understanding of current NEX policies and procedures. u00b7 Adapts easily to change, working in a 24/7 environment requiring flexibility to meet unexpected demands. u00b7 Works as part of a highly motivated customer service team, welcoming feedback while contributing to building team spirit. u00b7 Assists other team members as needed. u00b7 Works evenings, weekends, holidays, and overtime as needed. Works under the general supervision of designated supervisors. u00b7 Work is performed independently within the framework of established policies and procedures and is reviewed in terms of efficiency, accuracy, conformance, and compliance with PII, PCI, ASER, and other written policies, procedures, and instructions. u00b7 Adheres to prescribed telephone and email etiquette scripts, utilizing the SOP as defined by management. u00b7 Processes orders for authorized patrons as defined in the Armed Services Exchange Regulations (ASER). u00b7 Performs other related duties as assigned. Qualifications: GENERAL EXPERIENCE: 1 year of responsible experience in a customer contact center or any work in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed at a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience. At any level, specialized experience may be substituted for the required general experience. AND SPECIALIZED EXPERIENCE: 1 year of progressively responsible experience in a retail, call center, or other related sales environment, performing the duties that constitute the principal work of the position to be filled.

Created: 2026-04-04