Contact Center Associate
$21.5 per hourFull-time
Job Description
About the Role
Our Contact Center Associates provide an exceptional customer experience through phone and email communication. Responsibilities include providing order information, product troubleshooting, issue resolution, and general customer support. Our team members possess excellent communication skills and a strong desire to serve customers. They excel in problem solving and thinking outside the box.
Essential Duties and Responsibilities
- Deliver friendly and helpful service
- Demonstrate professionalism
- Actively listen and express empathy
- Navigate ambiguity and overcome obstacles
- Identify solutions
Operational Execution
- Proficient in all assigned areas of responsibility
- Accurate and timely completion of workload
- Implement feedback and coaching
- Drive for continuous improvement
- Follow standard operating procedures
- Adhere to company policies
Primary Duties
- Assist customers through phone and email
- Provide basic product support, parts identification, and ordering
- Assist with web orders, including order status, cancellations, and returns
- Resolve issues and address general questions
Meeting Goals
- Conduct call and email audit steps of service
- Sincerely greet the customer and evaluate their needs
- Resolve issues and validate customer satisfaction
- Express appreciation following interactions
- Work on After Call Work (ACW)
Success Drivers
- Friendly: Rebounds from setbacks quickly and establishes sincere connections
- Flexible: Learns quickly, adapts to change, and enjoys challenges
- Action Oriented: Takes efficient and independent action on tasks
- Composed: Remains calm under pressure and successfully manages frustrations
- Customer Focus: Strives to provide exceptional customer experiences
- Effective Communicator: Communicates clearly and adapts to the audience
Workspace Requirements
Contact Center Associates must have a suitable workspace at home that includes:
- A desk setup with 2 monitors, a laptop, docking station, mouse, keyboard, and headset
- A safe and quiet environment free of distractions
- A reliable internet connection with a minimum speed of 1GB
Availability
Ability to work a flexible schedule, including weekends and holidays. Regular attendance is essential to this role.
Compensation
The anticipated rate for this position is up to $21.50 / hour depending on location, knowledge, skills, education, and experience. We offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability.
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Refer them and earn when they land the role! Learn MoreVacancy posted 20 days ago
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