Customer Experience Representative

Job Title: Customer Experience Representative

Job Family: BMUSA Customer Service

FLSA Status: Hourly Summary  

The Customer Experience Representative (CER) will act as a liaison between various departments including the cash office, customer service and returns. They must be able to handle customer inquiries, while providing solutions in the best interest of both BrandsMart USA and the customer. The CER must be able to communicate with multiple departments, buyers, management, and retail store personnel to find resolutions for customer inquiries.

Duties and Responsibilities:

Cashier

Operate cash terminals and verify purchase price

Process payments

Clean and maintain cash office

Detect common signs of shop lifting, theft, and other security risks and promptly communicate potential problems to store management

Returns

Knowledge of BrandsMart USA return and exchange policies

Handle all customer inquiries quickly in a courteous and efficient manner

Must be able to provide a solution with minimum supervision

In specific locations, receive and document customer repairs.

Prepare transfer forms to track merchandise and for safe transport to the BrandsMart Service Center Customer Service

Handle incoming customer calls pertaining to customer inquiries quickly in a courteous and efficient manner. 

Assist customers with delivery related inquiries

Must be able to provide a solution with minimum supervision

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 and write fluently in English (or another language as may be required) sufficiently to communicate with customers, read invoices, repair orders, faxed requests and similar written materials 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.