Customer Experience Representative

Summary

Join B-Stock as a Customer Experience Representative and provide exceptional support to small business buyers. You will handle inquiries through various channels (phone, email, chat), resolving issues and striving for first-contact resolution. This role involves utilizing critical thinking and problem-solving skills to deliver personalized experiences. You will also contribute to process improvement by submitting suggestions and partnering with leadership. B-Stock values innovation and encourages team members to define their own niches. The position reports to the Customer Experience Supervisor and offers competitive compensation and benefits.

Requirements

• Possess a High School Diploma/GED Certificate
• Maintain a positive attitude, be hard-working, flexible with changing priorities, and eager to learn
• Demonstrate 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
• Possess high emotional intelligence (ability to perceive, use, understand, manage, and handle emotions)
• Love technology
• Believe personalized responses are important, even when using a canned/macro
• Have the ability to work independently or as part of a team to accomplish goals

Responsibilities

• Deliver a personalized, positive customer experience through various forms of contact
• Provide inbound telephone support
• Provide web-based chat support
• Provide email support
• 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
• 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

• Have 1+ year(s) of diverse customer experience
• Possess knowledge of Salesforce or similar customer service programs
• Have online auction or e-commerce experience
• Possess a second language skill at a professional proficiency level (Spanish or French)
• Have a 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