Customer Experience Pro — Service, Upsell & Resolution

Alamar Uniforms; Lexington (KY); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) matching

Flexible benefits

Employee discount

Vacation & PTO

Paid holidays

Tuition reimbursement

Daily Pay

Job summary

GALLS is seeking a Customer Experience Representative in Lexington, KY to deliver outstanding service by phone and email, identify customer needs, and process orders accurately. You will advise on products, provide pricing details, and strive for one-call resolution while documenting inquiries for reporting.

The role requires 1–3 years of customer service experience, strong communication skills, and the ability to upsell based on customer needs.

Qualifications

• 1–3 years of customer service, call center preferred
• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Effective negotiation and closing techniques
• Ability to upsell and cross-sell based on customer needs
• Ability to manage time and prioritize multiple responsibilities
• Strong PC skills (Knowledge base, Internet, Microsoft Office, and Outlook)
• Problem-solving skills

Responsibilities

• Provide outstanding customer service via phone and email – identifying customer needs, placing accurate orders, providing order status, handling basic invoice requests, and credit/returns
• Assess customer needs and provide information to the customer in an effective verbal and written format
• Provide all available products and pricing to help customers make an informed purchasing decision and upsell where appropriate
• Record all order information accurately including price, discounts, ship-to address, and items
• Aim for one-call resolution and high-quality service
• Document inbound inquiries with correct call disposition and resolution for tracking
• Assist escalated transfers by providing accurate information for resolution
• Understand and execute web promotions and catalog sales, and upsell promotions
• Initiate orders for replacement parts or to correct errors (shortages, wrong item)
• Use problem-solving to resolve issues (freight, warranty, pricing, returns, delays)
• Maintain ID verification process for restricted items

Skills

Customer service

Written communication

Verbal communication

Negotiation

Upselling

Time management

Problem solving

PC skills

Tools

Microsoft Office

Outlook

Internet

Knowledge base

Job description

GALLS is seeking a Customer Experience Representative in Lexington, KY to deliver outstanding service by phone and email, identify customer needs, and process orders accurately. You will advise on products, provide pricing details, and strive for one-call resolution while documenting inquiries for reporting.

The role requires 1–3 years of customer service experience, strong communication skills, and the ability to upsell based on customer needs.