Customer Experience Representative

Summary

Join B-Stock as a Customer Experience Representative and deliver exceptional support to small business buyers. You will handle inquiries through various channels (phone, email, chat), providing creative solutions and aiming for first-contact resolution. This role involves utilizing specialized knowledge to suggest process improvements and advocating for customers internally. You will also assist with account creation, troubleshooting, and application processing. B-Stock values innovation and encourages team members to define their own niche while maintaining customer service responsibilities. The position reports to the Customer Experience Supervisor.

Requirements

• 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

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

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

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