Customer Experience Representative

Galls is looking for a Customer Experience Representative - Full Time

Shifts Available: 9am - 6pm or 10am - 7pm

Galls proudly serves America's Public Safety and Military professionals by combining the broadest selection of uniforms, equipment and solutions in the industry with relentless customer service. With a national footprint of more than 165 locations and over 1,800 associates, Galls is the largest retailer specializing in Public Safety. Over one million Law Enforcement, Firefighting, Emergency Medical, Federal, Military, Corrections, Security, Postal, Public Transportation, and other essential workers each year trust Galls as their service provider. We proudly serve those who serve!

Galls, LLC offers many benefits to include:

• Excellent medical/dental and vision coverage- Eligible 1^st day of the month after start date (FT Only
• Hybrid Work Schedule
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits-choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Daily Pay- Receive up to 50% of wages for hours worked DAILY!!

Customer Experience Representative

The Customer Experience Representative serves as the front-line to all inbound customer needs. Wherever possible, this role will strive for one-call resolution to the customer needs. This role is responsible to capture the needs of any escalated or transferred inquiries to give accurate and helpful information to expedite the customer experience.

• Provide outstanding customer service via phone and email - identifying customer needs, place accurate orders, provide order status, handle basic invoice requests and credit/returns.
• Assess customer needs and provide requested information to customer in an effective verbal and written format
• Provide all available products and pricing to the customer so they can make an informed purchasing decision. Recommend products to exceed customer expectations and support add-on sales.
• Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.
• Provide positive and quality customer service through one-call resolution.
• Document inbound inquiries with correct call disposition and resolution for proper tracking and reporting.
• Aid in escalated transfers by providing accurate and detailed information to ensure customer resolution.
• Understand and execute web promotions and specials sales outlined in current catalogs as well to be able to upsell and push promotions.
• Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Utilize decision making and trouble-shooting skills to resolve customer concerns (i.e. freight costs, warranty guidelines, pricing, return orders, shipment delays and product concerns)
• Efficiently maintain ID verification process for restricted items

What you need:

• 1 - 3 years of customer service, call center preferred
• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Effective negotiation and closing techniques
• Ability to effectively upsell and cross-sell based on customer needs
• Ability to manage time and prioritize multiple responsibilities
• Strong PC skills (Knowledge base, Internet, Microsoft Office, GQ, and Outlook)
• Problem solving skills