Contact Center Associate - Remote

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

Requirements

Qualifications

Experience:

Customer Service, Retail, or Hospitality experience preferred
Intermediate computer skills, including MS Office (Excel, Word) required

Education:

Bachelor?s/Associates Degree preferred or High School Diploma

Physical Requirements:

Stand, walk, sit for extended periods of time
Speak and listen to others in person and over the phone
Read from computer screen and reports
Type 35 words per minute
Lift up to 15 lbs.

Workspace Requirements:

Contact Center Associates are required to have a space within their home to create a desk setup that includes 2 monitors, a laptop, docking station, mouse, keyboard, and headset. Additionally, Contact Center Associates should maintain a workspace that is:

safe and free from hazards, quiet and suitable to maintain the confidentiality and privacy of company/customer information
free of distractions ? Associates should be able to converse with customers in a non-distracting manner. Distractions could include care for dependents and other persons, pets, and noise-generating devices such as tv, phone, radio, etc.
secure for Harbor Freight property
well-lit and ergonomically adequate ? HFT has resources available to support any questions/concerns about setting up an ergonomically adequate workstation.

Internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed)

Availability:

Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.
The anticipated rate for this position is $20.00 - $21.50 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company?s 401k plan. Associates will accrue paid time off up to 120 hours per year and paid sick time up to 80 hours per year unless otherwise required by law. Associates will accrue paid time off at the rate of 120 hours per year. The Company observes eight (8) Company paid holidays.

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About Harbor Freight Tools

We?re a family-owned business with over 45 years as a national tool retailer, and with the energy, enthusiasm, and growth potential of a start-up. We are a $7 billion company with over 1,450 stores in 48 states, 27,000+ Associates, and one of the fastest-growing retailers in the country

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