The Customer Agent will be responsible for providing direct support to store personnel and external customers in an effort to ensure proper service levels are met based on the hours of the Contact Center. This individual will provide excellent customer service via phone and email to both internal and external customers in relation to Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling, On-line Orders, Digital Offers; and Loyalty Programs. The Customer Agent will strive to enhance customer loyalty through positive engagements via phone and email and will provide clear information or direction with regard to actions required by customers (internal and external) in order to fully address their concerns.
Principle Duties and Responsibilities:
Support inbound customer inquiries.
Support email, survey and Contact Us customer inquiries.
Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, record required contact information and problem description in the appropriate application. (Call content, appropriate notifications, error messages, problem classification and severity are critical to the problem review and resolution process).
Strive to provide appropriate resolution at the first point of contact and escalate unsolved issues as needed.
Gather data during the problem-solving process, analyze the situations, and provide solutions.
Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported by stores and customers.
Demonstrate excellent writing, grammar, and computer skills in order to meet department standards and demonstrate empathy and responsiveness to customers’ concerns.
Be alert to urgent or severe issues for immediate escalation, as well as trends that may negatively impact the company.
Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application.
Escalate complex and/or high priority problems to appropriate coworkers, support groups, or vendors for resolution.
Ensure proper notification and escalation procedures are followed to update business users and customers.
Educational Requirement: High School or equivalent required, Associate’s or Bachelor’s degree preferred
1-2 years of relevant experience preferably in a call center environment
Excellent verbal communication skills with a customer service mentality
Ability to multi-task and handle a high volume of calls/inquiries per day
Self-motivated with a drive for professional growth within the organization
IT helpdesk experience is highly desired but not required
Attention to detail