[Remote] Contact Center Associate (Remote)

Note: The job is a remote job and is open to candidates in USA. Harbor Freight Tools is a company focused on providing exceptional customer experiences. They are seeking a Contact Center Associate to assist customers through phone and email communication by providing order information, product troubleshooting, and general customer support.

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
• Adherence to schedule
• Follow policy and procedures
• Commitment to continued learning and self-development
• 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
• Bachelor's/Associates Degree preferred or 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

Benefits

• Early access to pay
• Medical
• Dental
• Vision
• Life insurance
• Short-term and long-term disability
• 401k plan
• Paid time off up to 120 hours per year
• Paid sick time up to 80 hours per year
• Paid time off up to 184 hours per year (inclusive of PTO, floating holidays, and paid holidays)

Company Overview