Contact Center Associate (Remote)

Our Contact Center Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, product 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
• After Call Work (ACW)
• Hold Time
• 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 (CSAT)
• 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

Flexible

• Learns quickly when facing new or unfamiliar problems
• Supports and adapts to change
• Enjoys the challenge of unfamiliar tasks

Action Oriented

• Takes efficient and independent action on tasks
• Invests significant effort on all tasks
• Acts promptly on issues that are new or particularly challenging

Composure

• Stays calm and professional under pressure
• Successfully manages frustration and anxiety in high-stress situations
• Utilizes empathy and understanding to defuse customer dissatisfaction

Customer Focus

• Strives to deliver an exceptional customer experience every time
• Consistently prioritizes customers and addresses customer needs
• Invests time with customers and enjoys positive relationships
• Asks open ended and thorough questions to understand customer priorities

Effective Communicator

• Communicates clearly and ensures understanding; adapts approach to match the audience
• Communicates professionally and respectfully
• Expresses genuine interest and concern when serving customers

Scope

• Staff supervision and development – No
• Travel – N/A
• Location – Remote

The anticipated rate for this position is up to $21.50 per hour depending on location, knowledge, skills, education and experience. In addition, 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. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 120 hours per year and paid sick time up to 80 hours per year unless otherwise required by law. Associates will accrue paid time off up to 184 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law. Apply To This Job