Contact Center Agent

Summary / Position Purpose:

The Contact Center Agent is the first point of contact for our customers, handling inbound inquiries via telephone, email and chats, resolving issues and providing the best in service customer experience. The Agent's goal will be to ensure a positive customer experience and contribute to the overall success of the Customer Service Call Center Department. This position reports to the Contact Center Manager.

Essential Duties, Functions and/or Responsibilities:

• The Agent will take and process orders, resolve customer issues, process changes/cancellations to order delivery, and provide issue resolution.
• Provide complete and accurate documentation of all customer interactions.
• Investigate, analyze, and resolve outstanding issues to achieve customer satisfaction and take responsibility for follow through and bringing customer issues to closure.
• Achieve established productivity metrics and goals for calls, chats, email and quotes.
• Resolve customer inquiries according to established policies and procedures.
• Maintain a thorough understanding of products and technology through vendor seminars and training sessions.
• Follow the established work schedule and maintain a satisfactory attendance record.

Work Experience/Education Requirements:

• 1 year customer service experience required.
• Experience interacting with customers over the phone.
• Experience in a contact center customer service, retail or hospitality environment.
• Stronger communication skills is a must and be comfortable in a call center setting.
• Experience with Microsoft Office, and a willingness to learn new software.
• Experience with Point of Sale (POS) system or Salesforce type of CRM is a plus
• High school diploma or GED required
• Associates/Bachelor's degree in related field preferred, but not required.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.