Contact Center Representative

Job Description

REQUIREMENTS

High School Diploma or equivalent job experience

Some level of College coursework preferred

Competent knowledge of multi-brand Order Management Systems and Communication Tools

Excellent verbal and written communication

Ability to interact effectively to peers and partners

Proven skills in issue resolution

Organization skills

Working knowledge of Microsoft skills, i.e. Excel, Word and PowerPoint

Knowledge of core business functions, process, and procedures

1-3 years of customer service or call center experience

RESPONSIBILITIES

Effectively staffing the Contact Center Line

• Provide a quick and reliable, experience resolving challenging customer situations
• Monitor personal schedule adherence to ensure adequate coverage and service levels
• Partner with the scheduling and real time adherence group when necessary
• Monitor personal discretionary activities (ex. scheduled training or meetings)
• Use existing WFM tools to access schedules, shifts, and time-off requests

Managing customer facing contacts

• Meet and exceed department key performance indicators
• Manage personal knowledge of key technology using communication tools provided; such as SharePoint, ServiceNow, Order Management Systems, Website, etc.
• Follow policy and procedures as outlined in Knowledge sharing spaces

Improve personal Agent performance

• Identify gaps in personal knowledge and seek support and encouragement
• Partner with Supervisor for mentoring that leads to better performance and a better customer experience

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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