Description

　　Vestis provides uniforms and related products to more than 400,000 customers nationwide, in virtually every industry. From designing and manufacturing to laundering and delivering, Vestis works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity. Vestis operates from over 200 locations nationwide and has an immediate opportunity for a Customer Service Representative in Lexington, KY.

　　This Customer Service Representative position is responsible for providing exceptional service to customers in a professional manner. Handle incoming calls with the objective of one-call resolution. Facilitate and resolve issues with discrepancies and/or customer complaints to insure consistent customer satisfaction. Responsible for auditing company service programs to ensure compliance with 100% follow up through customer call backs.

　　SPECIFIC RESPONSIBILITIES:

　　Handle inbound customer calls and provide requested information on all available items, pricing, and service of the customer’s account.

　　Efficiently and accurately record all information including any notes related to the customer’s issue or account.

　　Provide quality customer service through one-call resolution and establishing long-term customer relationships.

　　Assists customer with account status using current and historical invoicing and payment activity analysis.

　　Assists customer with research and reconciling misapplied or payment issues.

　　Assist customer with unassigned cash and payment discrepancies through research.

　　Develop, execute and measure resolution plans and strategies that are specific to individual customer requirements.

　　Build and maintain inter-departmental relationships in order to ensure customer’s situation is handled, managing company guidelines and customer expectations.

　　Utilize decision making and trouble-shooting skills to resolve customer concerns in relation to pricing, invoicing, service delivery, and any other item related issues.

　　Identify, manage and enforce company service programs to ensure 100% process compliance.

　　Alert management to service concerns not resolved in a timely and acceptable manner.

　　Identify and communicate service trends.

　　Help Support via Phone call or Chat

　　New Hire Help Support via One on One Lab or Team Lab after official Content is taught– main duty is reinforcing processes and providing guidance on processes

　　Performs other duties as required or assigned in accordance with scope of activities enumerated above.

　　KNOWLEDGE, SKILLS & ABILITIES:

　　Strong knowledge of customer service processes including handling complaints, inventory or product availability, service issues and Accounts Receivable

　　Ability to take initiative and strong sense of urgency

　　Excellent communication skills to include answering phones professionally

　　Proven worth ethic, positive attitude and a team player who enjoys a challenge

　　Ability to work with all company software used to manage and maintain customers

　　Excellent analytical and problem solving skills, with an attention to detail

　　Capable of completing one-call customer resolution

　　Must have the ability to monitor and drive all company service programs

　　Experience with Oracle a plus.

　　Schedule flexibility to include day, nights, weekends and overtime

　　EDUCATION:

　　High school degree

　　Bachelor’s degree is preferred, but not required

　　EXPERIENCE:

　　Two years of customer service experience, and proven track record in a high call volume environment preferred.ENVIRONMENT:

　　Remote / Office Setting.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)