Contact Center Associate - Remote

About the job

Our Contact Center Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. Our Contact Center Associates have excellent communication skills and a strong desire to serve customers. They thrive on problem solving, thinking outside the box, and issue resolution.

Essential Duties And Responsibilities

• Customer Experience
• Deliver friendly and helpful service
• Demonstrate professionalism
• Actively listen and express empathy
• Navigate ambiguity
• 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:
• Basic product support
• Parts identification and ordering
• Web order support, including order status, cancellations, and returns
• Issue resolution
• General questions
• Meet or exceed goals:
• Call and email audit Steps of Service
• Sincerely greet the customer
• Evaluate the customer’s needs
• Resolve the issue
• Validate the customer’s satisfaction
• Express appreciation
• Availability
• Call tag rate and accuracy
• Including pertinent information, such as item # and detailed notes
• Survey transfer rate
• Other duties as assigned
• Additional Duties:
• Engage in continuous improvement environment:
• Demonstrate self-awareness and humility
• Implement coaching and feedback
• Strive to improve individual and team KPI’s
• Shared Duties:
• Customer Experience:
• Service Level
• Customer Satisfaction
• Engage in a great place to work
• Operational Execution
• Adherence to schedule
• Follow policy and procedures
• Commitment to continued learning and self-development

Success Drivers Friendly

• Rebounds from setbacks quickly
• Establishes sincere connection with those they interact with
• Successfully resolves challenges with a positive outcome