Customer Experience Representative

Bilingual (Spanish) Customer Experience Representative

Summary: 

To act as a liaison between various departments and store management to satisfy customer inquiries and problems. The Customer Service Representative (CSR) must be able to handle customer questions, problems and complaints and provide satisfaction for these issues in the best interest of both BrandsMart USA and the customer. The CSR must be able to communication with departments, buyers, management and retail store personnel in order to expedite repairs as well as communicate with manufacturers in order to appropriate a speedy resolution to issues. 

Duties and Responsibilities: 

• Handle all customer calls pertaining to complaints or problems quickly and in a courteous and efficient manner. Each customer problem or complaint must be logged in a Customer Inquiry Sheet maintained in the customer service office. 
• Correctly identify a customer’s difficulty and be able to provide a solution with a minimum of direct supervision. 

• Solve customer problems by utilizing a variety of solutions. 
• Expedite repair orders or the estimate process or shorten the normal repair time requires a diversity of skills including the knowledge of procedures followed by BrandsMart Service Company, each manufacturer, and the extended warranty provider. 
• Assist Front Counter Representatives in the explanation of policies and procedures along with solving walk-in customer problems and concerns. 

Required Education, Experience, and Certifications:  

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities to accurately perform the above requirements. 
• No prior experience is required. Prior retail and/or customer service experience is preferred. 

Required Skills and Competencies: 

• Ability to read English (or another language as may be required) sufficiently to read invoices, repair orders, faxed requests and similar written materials. 

• Basic English language writing skills for completion of repair orders, requests (intercompany and faxed requests) and other necessary correspondence as may be required. 
• Fluency in spoken English (or another language as may be required) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses. 
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required 
• Ability to grasp and lift or otherwise move goods weighing up to twenty pounds at a distance of twenty feet. 
• Ability to stand and/or sit continuously perform essential job functions for an eight-hour shift, with one fifteen-minute break and one half-hour meal break, with minimal direct supervision. 

The above statements are intended to describe the general nature and level of work performed by team members assigned to this classification.  The statements are not intended to be an exhaustive list of all job duties performed by team members assigned to this classification.