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Contact Center Associate

Job Description :

The Contact Center Associate serves as the first point of contact to our customers. This role provides a world class customer experience, sales and troubleshooting.

The contact center associate will listen to our customers and use his / her expertise, creativity, and passion to meet their needs.

Essential Duties and Responsibilities

  • Passionate about providing an amazing customer experience through one call resolution.
  • Professionally handle incoming customer requests and ensure that issues are resolved promptly and thoroughly.
  • Team player, key contributor in a fun, dynamic and excellent orientated team.
  • Educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Provide quality service and support in a variety of areas including, but not limited to : billing, placing print orders, and system trouble shooting.
  • Ability to work our open hours outside of the normal 9am to 5pm shifts.
  • Troubleshoot customer issues over the phone.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
  • Maintains customer's records by updating account information.
  • Resolve product or service problems by clarifying the customer's complaint, determining the root cause, selecting and explaining the best solution, expedite correction or adjustment, and final follow up to ensure issue resolution.
  • Help in other areas as needed.
  • Scope

  • Supervisory Responsibility : None;
  • Travel : 0%;
  • Equipment Used : computer, printer, copier;
  • Location : Corporate Camarillo.
  • Requirements :

    Job Qualifications - Education and Experience

  • High School diploma required
  • 2+ years' experience in a fast paced customer service environment
  • Extraordinary customer service commitment
  • Highly result driven without comprising quality
  • Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objectives
  • Ability to meet established productivity, effectiveness and quality goals
  • Ability to accept and incorporate constructive feedback to improve performance
  • Ability to multi-task in a fast-paced high volume environment (inbound calls)
  • Collaborating and working cooperatively with team members both inside and outside of the Contact Center
  • Excellent attendance and punctuality
  • Ability to learn, retain and apply large amounts of product, procedure, policy and system information
  • Excellent oral and written communication and interpersonal skills.
  • Physical Demands - Environment and Work Conditions

    General office environment requiring ability to :

  • Stand, walk, and have a good time!
  • Speak and listen to others in person and over the phone.
  • Use keyboard and read from computer screen and reports.
  • Lift up to 15 lbs.
  • About Harbor Freight Tools :

    In 1977, when Harbor Freight Tools was started as a small family-owned business, we made a commitment to provide working people with great quality tools at the lowest prices.

    And for over 40 years, Harbor Freight Tools has done just that. From hand tools and generators, to air and power tools, from shop equipment to automotive tools, Harbor Freight offers more than 5,000 tools and accessories at quality levels that match or exceed competing brands, but at prices that are up to 80% less.

    We're not your typical retailer. We're a team of high-achievers, who have a passion for excellence and continuous improvement and obsess about getting things done.

    We're also equally committed to doing the right thing and giving back to our community. And for us, collaboration is the golden rule.

    We're a 40 year-old, $4 billion company with over 30 million loyal customers and growing. If you are looking for a not so ordinary and highly rewarding career opportunity, we would love to talk with you.

    Delivering Value to the Hardworking Since 1977

    OpenAugust 14, 2019

    CloseNovember 22, 2019

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