Customer Service Specialist
Company: Galls LLC
Posted on: January 15, 2022
The Customer Service Specialist will serve as an expert in Customer
Service by providing inbound customer service via phone, email and
chat. In addition, the Specialist will act as a liaison between the
Customer Service and other business contacts, handle escalated
calls, schedule and conduct final customer follow-up to ensure
complete satisfaction with Galls experience. The Specialist may
also serve as a product specialist, training mentor, home agent
(when needed), or unmanaged agency specialist.
$1000 Retention bonus
This is a hybrid role: 2 days remote & 3 days in office.
Essential Duties and Responsibilities include the following. Other
duties may be assigned to meet business needs.
Provide outstanding customer service via phone, email, and
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.
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
Provide positive and quality customer service through one-call
Recommend products or services in an effort to exceed customer
expectations and to promote add-on sales.
Work with direct marketing team to understand current web
promotions and specials sales outlined in current catalogs as well
to be able to upsell and push promotions.
Proactively follow-up with customers as needed to advise on
shipment delays and/or to gain information necessary to process the
Initiates orders for replacement parts and/or for correcting errors
(shortages, wrong item shipped, etc.)
Arrange for special handling of orders and deliveries with internal
departments to include merchandising, uniform services or
distribution to insure uniforms and other products are expedited to
meet customer's requirements.
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).
Review and release orders within various order entry system
Coordinate between Customer Service and other business contacts to
ensure timely responses to customer inquires.
Schedule and conduct final customer follow-up to confirm completion
and satisfaction with customer.
Efficiently maintain ID verification process for restricted
Handled escalated calls to provide issue resolution.
Respond to social media and voice of the customer survey
Extensive knowledge of Galls product categories and of all customer
service procedures to include order entry, complaint handling,
decision making, problem solving, inventory availability, service
issues and accounts receivable.
Ability to handle multiple chat sessions at one time.
Ability to coordinate multi resources internally and externally to
resolve customer inquiries.
Excellent time management and follow up skills with customers for
resolution and satisfaction.
Ability to research and interpret product specifications, including
technical and installation instructions.
Knowledgeable in Agency Bid/Quote process and establishing agency
Service mentality, self- disciplined professional, and the ability
to work in a team environment.
Ability to work with all company software used to manage and
maintain customers. Proficient with the Internet, Word, Excel,
Outlook and PowerPoint.
Schedule flexibility to include day, nights, weekends and
Strong verbal and written communication skills.
Strong attention to detail, accuracy and efficiency are a must.
Knowledge of identification verification process.
Advance knowledge of order entry and organizational procedures.
Ability to remotely log into company systems (quiet and clean work
environment) as business needs dictate.
Demonstrate ability to balance service and efficiency expectations,
maintain or exceed satisfactory key performance indicators
Must demonstrate excellent reliability and be viewed as a role
model with regard to attendance.
3-5 years of call center or relevant customer service
High School Diploma or equivalent required
Eligibility: To be considered for this position, the following
criteria should be met.
Completed 1 year in your current position (exceptions to this may
be considered with HR and supervisory approval).
Have current satisfactory performance rating and attendance record.
Employees with recent corrective actions may be declined the
opportunity to post by their existing dept. manager.
Have signature approval from current supervisor (note: may be
declined due to business conditions within the existing
Galls is an Equal Opportunity Employer of people from all walks of
life, including persons with disabilities and veterans. Galls is
passionately committed to diversity and inclusion in all that we
do. We invite you to join our team, grow with us and contribute by
bringing your authentic, best self to work.
Keywords: Galls LLC, Lexington , Customer Service Specialist, Hospitality & Tourism , Lexington, Kentucky
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