Senior Representative, Customer Contact Center

About This Role

Serve as a Senior Representative in the Customer Contact Center for a leading home appliance company, processing customer requests and resolving inquiries. This role supports the Consumer Experience Department, focusing on providing exemplary service and adapting to evolving consumer needs.

Responsibilities

• Process customer requests and resolve inquiries timely, adhering to team guidelines
• Handle inbound contacts via phone, email, chat, and work items
• Manage multiple tasks and computer systems simultaneously
• Provide exemplary customer service to internal and external partners
• Adapt to rapid change and acquire new skills while meeting or exceeding metrics
• Manage and interpret communications from various company systems
• Complete computer-based training modules or task recordings
• Negotiate escalated customer interactions demonstrating issue ownership
• Utilize intermediate to advanced computer skills
• Work full-time, 40-hour schedule between 8:00 am and 6:00 pm EST, Monday through Friday

Requirements

• High School Diploma or GED
• Minimum 2 years of customer contact center experience (virtual or in-person)
• Bilingual in French and English

Qualifications

• High School Diploma or GED
• Minimum 2 years of customer contact center experience (virtual or in-person)

Nice to Have

• Bachelor’s Degree
• Previous experience in a Consumer Experience Department
• Experience working remotely
• Excellent verbal and written communication skills
• Proven track record of meeting personal KPIs
• Experience with SAP ECC
• Ability to troubleshoot and resolve customer issues professionally
• Experience managing multiple computer programs and communication channels in a fast-paced environment

Skills

* Required skills

Benefits