Customer Experience Agent

About the role

Handle incoming calls from individual customers, retail stores, and affiliates with questions concerning accounts. Assist with web purchases and sales to our customers.

Responsibilities

• Thoroughly understand and navigate Microsoft programs.
• Navigate calls to determine where to direct the caller if the call is not a call center issue.
• Triage calls to determine where to direct the caller if the call is not a call center issue.
• Work scheduled shifts as required to meet call center needs.
• Participate in overtime as warranted.
• Maintain a friendly, professional, welcoming attitude toward the caller -- always remembering we are MAC ambassadors.
• Read, study and become totally familiar with any training and promotional materials.
• Provide timely problem resolution for customers through research and/or assistance tickets requiring assistance from other supporting offices.
• Practice and present suggestive selling to customers on every eligible call to promote sales and services.

Requirements

• High school diploma or GED required.
• Minimum two years' experience working in an office environment required.
• Call Center or multi-phone line experience.

Qualifications

• Bilingual proficiency in English and Spanish (verbal and written).
• Superior analytical skills geared towards identifying exceptions, errors and systemic failure.
• Superior attention to detail and follow through.
• Proficiency required in Microsoft Outlook and Word.
• Intermediate understanding of Excel.
• Mathematical aptitude required.
• Superior written and verbal communication skills.
• Excellent phone and customer service skills.
• Superior organizational skills.
• Superior deductive reasoning and analytical skills.
• Vigilant with regard to the early recognition of system problems.
• Thorough testing and troubleshooting skills.
• Reliable attendance is required.
• Willingness to work seasonal overtime as required.
• Excellent time management and multi-tasking skills.
• Able to maintain standards of conduct expected in a professional environment.
• Able to self-direct and consistently work in an independent environment when working remotely.

Skills

• Microsoft Outlook
• Microsoft Word

Benefits

Not specified.

Pay

$16-17/hr depending on location, background and experience.

Schedule

Not specified.