[Remote] Contact Center Associate (Remote)
Note: The job is a remote job and is open to candidates in USA. Harbor Freight Tools is seeking a Contact Center Associate to provide exceptional customer service through phone and email communication. The role involves assisting customers with order information, product troubleshooting, and general support while maintaining a high level of professionalism and empathy.
Responsibilities
- Deliver friendly and helpful service
- Demonstrate professionalism
- Actively listen and express empathy
- Navigate ambiguity
- Overcome obstacles
- Identify solutions
- 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
- 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
- After Call Work (ACW)
- Hold Time
- Other duties as assigned
- Engage In Continuous Improvement Environment
- Demonstrate self-awareness and humility
- Implement coaching and feedback
- Strive to improve individual and team KPI’s
- Customer Experience Service Level
- Customer Satisfaction (CSAT)
- Engage in a great place to work
- Operational Execution Adherence to schedule
- Follow policy and procedures
- Commitment to continued learning and self-development
- Rebounds from setbacks quickly
- Establishes sincere connection with those they interact with
- Successfully resolves challenges with a positive outcome
- Learns quickly when facing new or unfamiliar problems
- Supports and adapts to change
- Enjoys the challenge of unfamiliar tasks
- Takes efficient and independent action on tasks
- Invests significant effort on all tasks
- Acts promptly on issues that are new or particularly challenging
- Stays calm and professional under pressure
- Successfully manages frustration and anxiety in high-stress situations
- Utilizes empathy and understanding to defuse 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
Skills
- Customer Service, Retail, or Hospitality experience preferred
- Intermediate computer skills, including MS Office (Excel, Word) required
- High School Diploma
- 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
- 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
- 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
- Secure for Harbor Freight property
- Well-lit and ergonomically adequate
- Internet speed of 1GB or greater is required with an unlimited data plan
- A wired connection typically offers the most reliable and consistent internet speed for supporting daily work tasks
- Ability to work a flexible schedule, including weekends and holidays
- Regular attendance is an essential function of the job
- Bachelor's/Associates Degree preferred
Benefits
- Early access to pay
- 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 up to 184 hours per year (inclusive of PTO, floating holidays, and paid holidays)
- Paid sick time up to 80 hours per year unless otherwise required by law
- Harbor Freight Tools supports all Contact Center Associates by reimbursing monthly internet costs
Company Overview