Customer Experience Representative

JOB SUMMARY

We are looking for a Customer Experience Representative who enjoys finding creative solutions to customer’s inquiries while providing an exceptional experience. The Customer Experience Representative engages and educates our small business buyers as they navigate situations to grow their business. While delivering a first-class experience, interactions vary from email, phone, and web chat. With exceptional critical thinking and problem-solving skills, the Customer Experience Representative aims to achieve our first contact resolution goal. Through first-hand experience, Customer Experience Representatives review current processes, make recommendations for improvement, and partner with leadership to implement those improvements to create a better customer experience.

Many team members have defined their own niche at B-Stock while still maintaining their customer service responsibilities. B-Stock welcomes innovators and rewards them for these efforts. The role reports to the Customer Experience Supervisor. 

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES 

• Deliver a personalized, positive customer experience through various forms of contact 
• Inbound telephone support
• Web-based chat support
• Email Support
• Utilizing your specialized knowledge and experience, submit suggestions for improvement to streamline current processes to ensure efficiency and productivity
• Advocate on behalf of the customers internally by proactively identifying areas of opportunity
• Assist customers with account creation and troubleshooting
• Communicate with customers and third-party suppliers ensuring a smooth transaction process 
• With exceptional attention to detail, review customer applications to process them in a timely manner and assist with customer documentation inquiries
• Complete ongoing and one-time projects to the benefit of customers and internal teams

 

MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES

• High School Diploma/GED Certificate
• Positive attitude, hard working, flexible with changing priorities, and eager to learn 
• Excellent written and verbal English, reading comprehension, and judgment skills
• Ability to come up with meaningful solutions, even if that means thinking outside the box
• High emotional Intelligence (ability to perceive, use, understand, manage, and handle emotions)
• Love technology
• Think personalized responses are the bomb (even when using a canned/macro)
• Like the Avengers, the crew of the starship Enterprise, and the Rebel Alliance, you have the ability to work independently or as part of a team to accomplish our goals"

 

PREFERRED QUALIFICATIONS

• 1+ year(s) of diverse customer experience; traditional call center, restaurant/food service, front office administration, and everything in between. All the unsung heroes who interact with customers day in and day out...we'd love to chat)
• Knowledge of Salesforce or similar customer service programs
• Online auction or e-commerce experience is very helpful
• Second language skill at a professional proficiency level (Spanish or French)
• Typing speed of 35 WPM

 

SCHEDULES AVAILABLE:

• 7am - 3:30pm MT (M-F)

 

The pay rate for this role will range between $19.23 to $20.23 per hour. We consider many factors when determining salary offers, such as the applicant’s work experience, education and training, skills, market data, and internal equity.

 

EMPLOYEE BENEFITS

• Competitive compensation packages, including bonus and options
• Medical, Dental, and Vision benefits
• Paid Time Off, telecommuting, and matching 401(K)
• Support for continuing education
• Team offsites, social events, and extracurricular activities are a staple
• Snacks, drinks, and the occasional box of donuts

THE COMPANY

B-Stock is the world's largest B2B re-commerce platform, connecting sellers and buyers of returned, trade-in, and overstock inventory. Our customers range from today’s top brands and retailers that want best-in-class inventory resale management to tens of thousands of entrepreneurs looking to purchase valuable merchandise for their resale businesses.

While the amount of returned and overstock inventory continues to grow, there is also growing pressure on retailers and consumers to adopt a more circular economy and keep products in use as long as possible. Accordingly, the need for re-commerce solutions - to find products a second life - has never been greater! At B-Stock we’re proud to play a large part in powering resale, reuse, and the circular economy through our platform: annually we sell over 130 million items across all categories and conditions, equating to 400 million pounds of inventory. 

We believe there is tremendous value in and demand for this inventory - no matter the category, condition, or location. With hundreds of thousands transactions completed annually, B-Stock gives buyers a simple and direct way to buy valuable products directly from retailers and offers sellers a technology-driven replacement for traditional resale methods, while boosting operational efficiency, recovery rates, and cycle time.

Led by eBay veterans and backed by top investors including Spectrum Equity, True Ventures, and Susquehanna Growth Equity, B-Stock shows no signs of slowing down. Our core values have shaped the company we are today and will continue to drive our success for many years to come.

For more information, visit bstock.com/careers/


OUR VALUES

Make Each Dollar Count 
Whether it’s the recovery amount or a buyer’s budget, money matters to all of our clients. And because each dollar matters to them, it matters to us.  

Take Our Work Seriously, Not Ourselves
Everything at B-Stock continues to grow - everything but our egos, that is. We’re not afraid to let loose and laugh (often at ourselves). 

Do The Hard Things Today That Will Pay Off Tomorrow
We’re willing to sacrifice and endure, fail and adapt to reach our long-term goals. 

Use Trust As The Best Measure Of Success
The trust we earn along the way is more valuable than money. Without trust from both our buyers and sellers, our business won’t succeed.

Find Strength In Numbers
Use our passion for data to provide value to our customers, improve ourselves, and develop new ways to delight our buyers and sellers.



No applicant will face discrimination/harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” B-Stock also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at B-Stock.

Work Authorization required.