Camarillo, California

Job Description

Our Contact Center Senior Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. In addition to general support, our Contact Center Senior Associates are highly skilled in one area of expertise and provide advanced support. They have excellent communication skills and a strong desire to serve customers. Our Contact Center Senior Associates thrive on using their advanced skills to problem solve, think outside the box, and resolve issues.

Essential Duties and Responsibilities:
  • 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
    • Escalations
  • Provide advanced Tier 2 support in one of the following areas:
    • Product support
    • Special orders and shipment support
    • Web support, including ITC, gift cards, and fraud
  • 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
  • Engage in continuous improvement environment:
    • Demonstrate self-awareness and humility
    • Implement coaching and feedback
    • Strive to improve individual and team KPI's
    • Deliver Best in Class service
    • Demonstrate professionalism
    • Actively listen and express empathy
    • Navigate ambiguity
    • Overcome obstacles
    • Identify and share solutions with others
  • Support the contact center operation:
    • Provide back-up phone and email support during high volume
    • Follow standard operating procedures
    • Adhere to company policies
  • Champion continuous improvement projects
  • Additional Duties as assigned by management
  • Regular Attendance is required
Scope:
  • Staff supervision and Development -No
  • Decision Making -  NA
  • Travel -  NA  %
  • Location - Corporate HQ - Camarillo
  • Required work schedule: Saturday - Wednesday, 9:45am - 6:15pm
Requirements

Job Qualifications - Education and Experience
Required:
  • 1-2 years' experience in Customer Service, Retail, or Hospitality required
  • Intermediate computer skills, including MS Office (Excel, Word) required
Preferred
  • Bachelor's/Associates Degree preferred or High School Diploma
Job Qualifications- Skills
Required:
  • Uses data to set priorities and translates goals into action plans
  • Consistently pushes self and others for results; eliminates roadblocks
  • Is quick to act based on changing business needs
  • Ensures effective time management and contribution to workload for self and others
  • Sets clear and measurable objectives
  • Monitors process, progress and results
  • Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment
  • Sought by others for advice and solutions
  • Suggests solutions that are correct and accurate
  • Stays calm and professional under pressure
  • Successfully manages frustration and anxiety in high-stress situations
  • Utilizes empathy and understanding to diffuse customer dissatisfaction
  • 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
  • Communicates clearly and ensures understanding; adapts approach to match the audience
  • Communicates professionally and respectfully
  • Expresses genuine interest and concern when serving customers
  • Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

Camarillo, California

In 1977, when Harbor Freight Tools was started as a small family-owned business, we made a commitment to provide working people with great quality tools at the lowest prices. And for over 40 years, Harbor Freight Tools has done just that. From hand tools and generators, to air and power tools, from shop equipment to automotive tools, Harbor Freight offers more than 5,000 tools and accessories at quality levels that match or exceed competing brands, but at prices that are up to 80% less. We're not your typical retailer. We're a team of high-achievers, who have a passion for excellence and continuous improvement and obsess about getting things done. We're also equally committed to doing the right thing and giving back to our community. And for us, collaboration is the golden rule. We're a 40 year-old, $6 billion company with over 30 million loyal customers and growing. If you are looking for a not so ordinary and highly rewarding career opportunity, we would love to talk with you.

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