Customer Service Representative (Remote) in Lexington, Kentucky

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 . This position is remote .

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

• Associates Degree or higher 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.

Benefits:

• Vestis offers a wide array of comprehensive benefit programs and services including medical, dental, vision, short and long term disability, basic life insurance, and paid parental leave. Employees are able to enroll in the company’s 401k plan. Employees are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time every year. Employees will also receive 6 paid holidays throughout the calendar year.

Compensation:

• The hourly rate for this position is $16.00 – $17.00, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

VESTIS is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with VESTIS without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

#CB

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)