Job description

Job Details

Level
Entry

Job Location

• NJ-LongBranch (TEquip) - Long Branch, NJ

Position Type
Full Time

Education Level
High School

Job Shift
Day

Job Category
Customer Service

Contact Center Agent

Summary / Position Purpose:

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. Acts as a point of contact for our customers,* maintaining a positive image and providing customer-obsessed service. This position reports to the Contact Center Manager of Interworld Highway*, a division of TestEquity. We offer a flexible work / hybrid option with in-office and remote office workdays.

Essential Duties, Functions and/or Responsibilities:

• Provide complete and accurate documentation of all customer interactions
• Achieve established productivity standards and goals for calls, chats, email and quotes
• Resolve customer inquiries according to established policies and procedures
• Investigate, analyze, and resolve outstanding issues to achieve customer satisfaction and take responsibility for follow through and bringing customer issues to closure
• Maintain a thorough understanding of products and technology through vendor seminars and training sessions
• Follow the established work schedule and maintain a satisfactory attendance record

Qualifications & Experience

Work Experience Requirements:

• 1 year customer service experience required
• Experience interacting with customers over the phone
• Experience in a contact center customer service, retail or hospitality environment
• Stronger communication skills is a must and be comfortable in a call center setting
• Experience with Microsoft Office, and a willingness to learn new software
• Experience with Point of Sale (POS) system or Salesfore type of CRM is a plus

Education Requirements:

• High school diploma or GED required
• Associates/Bachelor’s degree in related field preferred, but not required

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

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