• Job Description

  Req#: 122959BR

  Targeted Locations (but not limited to)
  Dallas-Fort Worth / San Antonio / Houston / St. Louis / Atlanta / Phoenix / Tampa / Orlando /Charlotte
  
  Our Contact Center Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. Our Contact Center Associates have excellent communication skills and a strong desire to serve customers. They thrive on problem solving, thinking outside the box, and issue resolution.
  
  Essential Duties and Responsibilities

  • Customer Experience
    • Deliver friendly and helpful service
    • Demonstrate professionalism
    • Actively listen and express empathy
    • Navigate ambiguity
    • Overcome obstacles
    • Identify solutions
  • Operational Execution
    • Proficient in all assigned areas of responsibility
    • Accurate and timely completion of workload
    • Implement feedback and coaching
    • Drive for continuous improvement
    • Follow standard operating procedures
    • Adhere to company policies
  • Primary Duties:
    • Assist customers through phone and email:
      • Basic product support
      • Parts identification and ordering
      • Web order support, including order status, cancellations, and returns
      • Issue resolution
      • General questions
    • Meet or exceed goals:
      • Call and email audit Steps of Service
        • Sincerely greet the customer
        • Evaluate the customer’s needs
        • Resolve the issue
        • Validate the customer’s satisfaction
        • Express appreciation
      • Availability
      • Call tag rate and accuracy
        • Including pertinent information, such as item # and detailed notes
      • Survey transfer rate
    • Other duties as assigned
  • Additional Duties:
    • Engage in continuous improvement environment:
      • Demonstrate self-awareness and humility
      • Implement coaching and feedback
      • Strive to improve individual and team KPI’s
  • Shared Duties:
    • Customer Experience:
      • Service Level
      • Customer Satisfaction
      • Engage in a great place to work
    • Operational Execution
      • Adherence to schedule
      • Follow policy and procedures
      • Commitment to continued learning and self-development

  Success Drivers
  Friendly:

  • Rebounds from setbacks quickly
  • Establishes sincere connection with those they interact with
  • Successfully resolves challenges with a positive outcome

  Flexible :

  • Learns quickly when facing new or unfamiliar problems
  • Supports and adapts to change
  • Enjoys the challenge of unfamiliar tasks

  Action Oriented

  • Takes efficient and independent action on tasks
  • Invests significant effort on all tasks
  • Acts promptly on issues that are new or particularly challenging

  Composure

  • Stays calm and professional under pressure
  • Successfully manages frustration and anxiety in high-stress situations
  • Utilizes empathy and understanding to defuse customer dissatisfaction

  Customer Focus

  • Strives to deliver an exceptional customer experience every time
  • Consistently prioritizes customers and addresses customer needs
  • Invests time with customers and enjoys positive relationships
  • Asks open ended and thorough questions to understand customer priorities

  Effective Communicator

  • Communicates clearly and ensures understanding; adapts approach to match the audience
  • Communicates professionally and respectfully
  • Expresses genuine interest and concern when serving customers

  
  Scope

  • Staff supervision and Development – No
  • Travel – N/A
  • Location – Remote

• About the company

  Harbor Freight Tools is a privately held discount tool and equipment retailer, headquartered in Calabasas, California, which operates a chain of retail stores, as well as a mail-order and e-commerce business.

Notice