Contact Center Agent

Summary/Purpose of the Position:

The Contact Center Agent assists customers and businesses via telephone, chats, and email to deliver the best in service customer experience within our call center department. The Agent will take and process orders, resolve customer issues, process changes/cancellations to order delivery, and provide issue resolution. This role acts as a point of contact for our customers, maintaining a positive image and providing customer-obsessed service.

Essential Duties, Functions and/or Responsibilities:

• Provide complete and accurate documentation of all customer interactions
• Achieve established productivity standards and goals for calls, chats, email and quotes
• Resolve customer inquiries according to established policies and procedures
• Investigate, analyze, and resolve outstanding issues to achieve customer satisfaction and take responsibility for follow through and bringing customer issues to closure
• 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

Qualifications & Experience

Education and/or Work Experience Requirements:

• High school diploma or GED required
• 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, CRM, Computer literate, and a willingness to learn new software.
• Experience with Point of Sale (POS) system or Salesfore type of CRM is a plus

Physical Requirements:

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

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.