Customer Experience Representative
Location: US, CA, san diego
Department: Customer Service
Employment type: Full-time
Required experience: Entry level
Industry: Retail
Function: Customer Service
Company profile: Our MissionOur Mission is to create the ultimate and most privileged shopping experience for people who have served in the Armed Forces, as a First Responder or government employee; it’s a place for these individuals to exercise a privilege not extended to others in the marketplace, just those who have served.What We DoGovX is a privileged e-commerce Web site where qualified members of the U.S. Armed Forces and those in related government agencies can shop for premium off-duty apparel, equipment and other products as well as on–duty tactical products. Prospective Members simply submit their registration to qualify as a Member and once approved, you can begin shopping, saving and interacting on the #URL_43b26e2a31c060785b122eb9921ca0d376a0992d92e6eb499f04d10917ef0c91# site.  We wrap our superb customer service around a largely direct-from-manufacture purchasing system using a sophisticated, inter-connected, e-commerce platform connecting us with our shippers, manufacturers and our entire customer support team and manufacturer support team, all to deliver you prompt and select products with exclusive pricing. We are the Internet’s leading destination for verified members of the Armed Forces, First Responders and employees of various government agnecies to shop for premium tactical and off-duty products.Who We AreWe are a group of talented, energetic and collaborative people working towards a single goal: serving those that serve with deep discoutns on premium, in-line product, unmatched customer service and a shopping experience defined by conveniece and ease of use.  To do this we empower our people to think like owners and solve problems right the first time.
Description: Some companies have Customer Service, we have the GovX S.W.A.T. Team - the life blood of our business.  It is constantly on the front lines engaging with our customers and ensuring they have the best possible experience. To do this, we forgo scripts and prescribed reactions to specific situations and rely on the judgment of our operators. It is the S.W.A.T team member's job to think like an owner and solve problems quickly and correctly the first time via phone, email, or live online chat. Individuals who thrive in this role are action-oriented, flexible problem solvers who will assist customers in resolving any and all customer facing problems and questions.  No problem is too big or too small to solve on behalf of GovX member and we believe time spent with a customer is time well spent.GovX S.W.A.T. Team Operators will utilize a variety of software tools to navigate customer accounts, track and document interactions and communicate effective solutions.  This is a very fast paced environment that thrives on team work.GovX likes to hire it's own. Current or former members of the armed forces or police, fire & first responder units are encouraged to apply.
Requirements: S.W.A.T. Team Operators have the following skills:A customer focusAbility to empathize with and prioritize customer needsUphold company values and respect every customerExude patience and ownership with each customerAbility to resolve conflicts and set appropriate expectations with customersAbility to determine customer needs and provide appropriate solutionsCommunication SkillsAbility to communicate clearly and concisely with both external customers and coworkersAbility to document customer account activities thoroughly and conciselyComprehension skills-- ability to clearly understand and respond appropriately to the issues that customers presentComposition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issuesProblem Solving SkillsAbility to approach problems logically and with good judgment to ensure the appropriate customer outcomeAbility to make appropriate decisions on behalf of the customer quickly and effectivelyDesire to continually learnSolution orientated and self-motivatedAbility to effectively prioritize work time to ensure efficiencyComputer Skills:Familiarity with multiple browsers, multiple tabs and window navigation and instant messenger toolsFluency in Windows Operating Systems and Microsoft Outlook
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