Customer Service Representative

Title: PART TIME CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE) Location: United States-Virginia-Virginia Beach Job Number: 250001DC Job Title: Customer Service Representative (Uniform/E-Commerce) Department: Customer Contact Center (Virginia Beach) Reports To: Customer Contact Center Supervisors Job Summary: Responsible for providing knowledgeable, courteous, and professional service and assistance to NEX customers and stores via telephone and email. Duties and Responsibilities: Responds to customer and store inquiries via phone and email, including online and phone orders. Maintains appropriate documentation for customer orders while ensuring compliance with PII and PCI requirements. Delivers friendly, professional, and personalized customer service at all times. Manages difficult customer situations promptly and effectively to maximize satisfaction and minimize costs. Escalates unresolved issues to supervisors when necessary. Captures and updates basic customer information in databases with precision and accuracy. Prepares and sends email correspondence following Standard Operating Procedures (SOP). Tracks orders using internal systems and external services (e.g., DHL, FedEx) to provide timely delivery updates. Analyzes problems and proposes effective solutions. Communicates clearly and professionally, both verbally and in writing. Handles customer complaints and inquiries with tact and professionalism. Provides product and warranty information while maintaining knowledge of Uniform regulations, Keep It New (KIN) plans, and NEXCOM return policies. Serves as a liaison among merchants, store personnel, distribution, accounting, vendors, and other business partners. Remains up to date on product, promotional, and system developments, as well as current NEX policies and procedures. Adapts to changes and works flexibly in a 24/7 environment, including evenings, weekends, holidays, and overtime. Supports team efforts and contributes to a positive team environment. Adheres to prescribed telephone and email etiquette and SOPs as defined by management. Processes orders for authorized patrons as outlined in the Armed Services Exchange Regulations (ASER). Performs other related duties as assigned. Qualifications: General Experience: One (1) year of responsible experience in a customer contact center or in any role that demonstrates the ability to perform the duties of the position satisfactorily. Substitution of Education for Experience: Education above the high school level may be substituted for general experience at a rate of one-half academic year (or 6 months of study) for every 6 months of experience. At any level, specialized experience may substitute for the required general experience. Specialized Experience: One (1) year of progressively responsible experience in a retail call center or similar sales environment performing duties that align with the core responsibilities of this position.