Job Description

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 providing 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 contactEmail support 
• 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 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 ZenDesk 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

EMPLOYEE BENEFITS

• Competitive compensation packages including bonus and options
• Medical, dental, and vision benefits
• Matching 401(K)
• Paid time off
• Telecommuting and remote-work options
• Support for continuing education
• Team off-sites, social events, annual company events, and frequent extracurricular activities
• Unlimited snacks and drinks

THE COMPANY

B-Stock is the world's largest B2B recommerce marketplace for excess [or surplus] merchandise. Businesses of all sizes leverage the B-Stock platform to sell and buy customer returns, overstock and other excess merchandise - ranging from top brands and retailers who want best-in-class inventory management to entrepreneurs looking to source valuable merchandise for their resale businesses.

Tens of thousands of small business owners all over the globe use B-Stock to launch and power their resale business. We take pride in empowering these innovators and entrepreneurs of commerce. 

In 2020 we sold 120 million items across our platform, giving a second life to this otherwise would be “waste” merchandise. In fact, we kept 400 million pounds of goods in use and saved millions from the landfill. It feels good to be B-Stock!

The amount of returned or unsold inventory continues to grow each year, and in 2020, it was estimated at over $1 trillion worth worldwide. We know 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 way to buy brand-name merchandise directly from top retailers and manufacturers. At the same time, we offer companies an automated, trusted replacement for traditional liquidation 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. _

US Work Authorization required.

Company Description

THE COMPANY B-Stock is the world’s largest online marketplace for returned, excess, and other liquidation merchandise. Our customers range from SMB to the world’s largest brands and retailers (including nine 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/