PT Client Experience Representative - Mission Market

Pcs-For-People; Cleveland (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

PCs for People seeks a Client Experience Representative for the Mission Market team in Cleveland. You will be the main contact for clients, guiding them through their technology shopping journey and ensuring a personalized, high-quality experience.

Responsibilities include greeting clients, handling calls and emails, sharing product knowledge, processing orders, and supporting events and inventory tasks to help meet market goals.

Qualifications

• Previous experience in retail or client service is preferred but not mandatory.

Responsibilities

• Greet and assist clients to create a welcoming market experience.
• Handle phone calls and emails delivering impeccable client service.
• Explain products, incentives, and policies to clients.
• Maintain organized market displays and restock shelves.
• Resolve client complaints professionally and escalate when needed.
• Participate in training to improve client service skills.

Skills

Client service

Communication

Problem-solving

CRM experience

POS systems

Attention to detail

Multilingual

Time management

Team collaboration

Tools

PCSCRM

POS system

Job description

Description

About PCs for People

PCs for People is a national nonprofit committed to digital inclusion and environmental sustainability. We provide affordable technology and internet access to individuals and families across the country, helping bridge the digital divide and empower communities.

About the Role

We are seeking a dedicated and enthusiastic Client Experience Representative to join our dynamic Mission Market team. As the primary point of contact for clients, you will be responsible for assisting and guiding them throughout their technology shopping journey. Your main objective is to deliver personalized and high-quality support to enhance the overall client experience.

Key Responsibilities

Client Experience

• Greet and welcome clients with a friendly and approachable demeanor, creating a warm and inviting atmosphere in the market
• Handle phone calls and emails with impeccable client service
• Actively listen to clients' inquiries, concerns, and feedback, providing accurate and helpful information about products, incentives, and policies
• Maintain an organized and visually appealing market environment by arranging items, restocking shelves, and ensuring product displays are attractive and well-maintained
• Address and resolve client complaints or issues professionally, escalating to management when necessary to ensure client satisfaction
• Participate in training sessions and workshops to enhance client service skills and stay informed about new products and services

Order Processing

• Process and approve online orders
• Process client transactions efficiently and accurately using the PCSCRM and point-of-sale (POS) system, handling cash, credit cards, and other payment methods and verifying and documenting client eligibility
• Handle product returns, exchanges, and refunds in accordance with company policies, ensuring a smooth and positive resolution for the client

Sales Support

• Assist clients in establishing accounts and locating products within the market, suggesting suitable alternatives, and explaining product features and benefits
• Stay up-to-date with product knowledge, promotions, and company policies to provide accurate and consistent information to clients

Mission Market Support

• Collaborate with team members to achieve market goals and maintain a positive work environment
• Assist in inventory management by conducting regular stock checks and reporting discrepancies to management
• Support team activities such as preparing and registering clients for events, coordinating pickups and deliveries, and supporting partnerships
• Other duties as requested

Requirements

• Previous experience in retail or client service is preferred but not mandatory
• Excellent communication and interpersonal skills with a client-focused approach
• Strong problem-solving abilities and the ability to handle challenging situations with tact and diplomacy
• Proficiency in using a computer, POS systems, and other retail software applications
• Flexible schedule to ensure clients are fully supported
• Physical ability to stand for extended periods and lift moderately heavy items when necessary
• Experience with CRM or partner management platforms preferred
• Bilingual or multilingual communication skills highly preferred
• Strong analytical thinking, attention to detail, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to meet deadlines and work independently in a fast-paced, changing environment
• Must be flexible, self-motivated, and adaptable
• Comfortable working in a general warehouse setting