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Customer Experience Representative

Company: B-Stock Solutions
Location: Salt Lake City
Posted on: June 12, 2021

Job Description:

Job Description

THE COMPANY

B-Stock is the worlds largest online marketplace for returned, excess, and other liquidation merchandise. Our customers range from SMB to the worlds largest brands and retailers (including all ten of the top 10 U.S. retailers). Led by eBay veterans, B-Stock completes over 200,000 transactions per year, selling 135 million items annually, making us a clear leader in the space.

The amount of inventory that is returned or unsold each year is growing very rapidly; in 2020, the value of this merchandise was estimated at $500 billion. Much of it ends up being liquidated for pennies on the dollar; some of it is even destroyed or landfilled. We believe there is tremendous value in and demand for this inventory - no matter the category, condition, or location. The B-Stock platform gives buyers a simple and direct way to buy valuable products, and offers sellers a trusted replacement for traditional liquidation and a critical boost in operational efficiency.

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

For more information, visit www.bstock.com/careers/

JOB SUMMARY

This role is equally challenging and rewarding. You'll be on the phone for long periods of time, encountering all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with challenging situations and resolve customer concerns in a positive, simplified manner so that customer fully understand their solutions.

*Please note, this is an office-based position but due to COVID-19 this position is currently remote.

JOB SUMMARY

The role is equally challenging and rewarding. The Customer Experience team engages and educates our customers through our main method of communication, email, but will also communicate with buyers live through phone and chat. By focusing on customer satisfaction, the Customer Experience Representative will provide solutions for challenging situations and resolve customer concerns in a positive manner. When advocating for our customers internally, the individual displays exceptional critical thinking and problem-solving skills to achieve our first contact resolution goal.

Reporting to the Customer Experience Supervisor, the Customer Experience Representative will get the opportunity to leave lasting impressions on B-Stocks customers by providing a positive customer experience.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

  • Deliver a personalized, positive customer experience through various forms of contact:

    • Email support (B-Stocks most common method of buyer communication)

    • Inbound telephone support

    • Web-based chat support

  • Using their 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 to then recommend viable solutions that add value to the buyer experience

  • Assist customers with account creation and troubleshooting

  • Communicate with carriers, customers, and freight forwarders ensuring that there is a smooth transaction process for buyers

  • With exceptional attention to detail, review customer applications to process them in a timely manner and assist with customer documentation inquiries

  • Ability to multitask during live coverage

MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES

  • 2-3 years of diverse customer experience

  • High School Diploma/GED Certificate

  • Comfortable using multiple software programs to deep dive into a customer's concern to find the best solution

  • Thorough conflict resolution skills

  • Excellent written and verbal English, reading comprehension, and judgment skills

  • Use templates as a guide to provide a good interaction, while also customizing the template to buyers' needs

  • Aptitude to respond to questions quickly and adapt to new business priorities

  • Work independently and within a team environment to prioritize tasks

  • Ability to come up with meaningful solutions, even if that means thinking outside the box

  • Positive attitude, hardworking, flexibility, and an ability to learn quickly

PREFERRED QUALIFICATIONS

  • Bachelor's Degree

  • Knowledge of ZenDesk or similar customer service toolset

  • Online auction or eCommerce experience is very helpful

  • Second language skill at a professional proficiency level

  • Typing speed of 35 WPM

OUR VALUES

Make Each Dollar Count

Whether its the recovery amount or a buyers 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. Were not afraid to let loose and laugh (often at ourselves).

Do The Hard Things Today That Will Pay Off Tomorrow

Were 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 wont 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 seller.

EMPLOYEE BENEFITS

  • Competitive compensation packages including bonus and options
  • Paid Time Off
  • Medical, dental, and vision benefits
  • Support for continuing education
  • Team offsites, social events, and extracurricular activities are a staple
  • Snacks, drinks, and the occasional box of donuts

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.

US Work Authorization required.

Company Description

THE COMPANY

B-Stock is the worlds largest online marketplace for returned, excess, and other liquidation merchandise. Our customers range from SMB to the worlds largest brands and retailers (including all ten of the top 10 U.S. retailers). Led by eBay veterans, B-Stock completes over 200,000 transactions per year, selling 135 million items annually, making us a clear leader in the space.

The amount of inventory that is returned or unsold each year is growing very rapidly; in 2020, the value of this merchandise was estimated at $500 billion. Much of it ends up being liquidated for pennies on the dollar; some of it is even destroyed or landfilled. We believe there is tremendous value in and demand for this inventory - no matter the category, condition, or location. The B-Stock platform gives buyers a simple and direct way to buy valuable products, and offers sellers a trusted replacement for traditional liquidation and a critical boost in operational efficiency.

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

For more information, visit www.bstock.com/careers/

Keywords: B-Stock Solutions, Salt Lake City , Customer Experience Representative, Other , Salt Lake City, Utah

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