Contact Center Agent

Description

Summary/Purpose of the Position:

We are currently looking for enthusiastic individuals to join our team as Contact Center Agents at our Long Branch, NJ office. The Agent’s goal will be to ensure a positive customer experience and contribute to the overall success of the Customer Service Department.

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:

• The Contact Center Agent is the first point of contact for our customers, handling inbound and outbound calls, email and chats, resolving issues providing the best customer service experience.
• The Agent will take and process orders, process changes & cancellations of order deliveries while maintaining the highest level of professionalism and customer satisfaction.
• Assist customers with inquiries, issues, and product information.
• Maintain a thorough understanding of products and technology through vendor seminars and training sessions
• Meet performance targets and metrics as defined by the call center manager.

Qualifications

Education and/or Work Experience Requirements:

• High school diploma or GED required
• At least 1 year of Customer service experience is required with excellent verbal and written communication skills and comfortable interacting with customers over the phone.
• Experience in a contact center customer service, retail or hospitality environment.
• 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.

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.