Contact Center Agent

About the role

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.

Responsibilities

• Handle inbound and outbound calls, email and chats as the first point of contact for customers.
• Take and process orders, process changes and cancellations of order deliveries.
• 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.
• Indirectly responsible for product quality.
• Perform other duties as assigned.

Qualifications

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

Skills

• Experience with Microsoft Office and willingness to learn new software.
• Experience with Point of Sale (POS) system or Salesforce-type CRM is a plus.

Requirements

• Ability to safely and successfully perform essential job functions in accordance with 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 ADA, FMLA, and other federal, state, and local regulations.
• Applicants must be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.