Contact Center Associate Jobs

:

Targeted Locations (but not limited to)

Dallas-Fort Worth / San Antonio / Houston / St. Louis / Atlanta / Phoenix / Tampa / Orlando /Charlotte

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

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

Success Drivers

Friendly:

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

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

• 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
• Strives to deliver an exceptional customer experience every time

Effective Communicator

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

Scope

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

Requirements :

Qualifications

Experience:

• Intermediate computer skills, including MS Office (Excel, Word) required
• Customer Service, Retail, or Hospitality experience preferred

Education:

• Bachelor’s/Associates Degree preferred or High School Diploma

Physical Requirements:

• Read from computer screen and reports
• Stand, walk, sit for extended periods of time
• Lift up to 15 lbs.
• Type 35 words per minute
• Speak and listen to others in person and over the phone

Workspace Requirements:

• Contact Center Associates are required to have a space within their home to create a desk setup that includes 2 monitors, a laptop, docking station, mouse, keyboard, and headset. Additionally, Contact Center Associates should maintain a workspace that is:
• Safe and free from hazards, quiet and suitable to maintain the confidentiality and privacy of company/customer information
• Secure for Harbor Freight property
• Free of distractions – Associates should be able to converse with customers in a non-distracting manner. Distractions could include care for dependents and other persons, pets, and noise-generating devices such as tv, phone, radio, etc.
• Internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed)
• Well-lit and ergonomically adequate – HFT has resources available to support any questions/concerns about setting up an ergonomically adequate workstation.

Availability:

• Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

The anticipated rate for this position is $20.00 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 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 at the rate of 120 hours per year. The Company observes eight (8) Company paid holidays.