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Contact Center Agent

Location
Portland, OR

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Contact Center Agent Our client is seeking a Contact Center Agent to join their dynamic team in Beaverton, OR. As a Contact Center Lead for our client's Consumer Services department you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer related issues with the end goal being a win-win resolution. Contact Center Agent Responsibilities: Respond efficiently, accurately, and professionally to a variety of consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting our client's integrity and sound business practices. Primary supervisor on the main floor, and a call handling resource for consumer contacts. Communicate effectively, apply judgment, decision making, and knowledge of job and business to teammates and other internal contacts. Be an expert resource in training/coaching on all systems. Share best practices and serve as a mentor to team members to support training and development of individuals. Continuously seek to reduce the overall turn time for issue resolution to ensure a premium experience for consumers. Assist in providing employee performance feedback/response call coaching to team and management. Training will be provided in other areas of the department to provide cross-functional support as required. Responsible for proper utilization of phone and computer systems and following established department policy and procedures. Liaison between business unit/brand and the consumer services team, seeking out relevant information to bring back to the team. Proactively provide relevant information to teammates to enhance customer service. Responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. Partner with management, Business Analysts, Systems Analysts and IT to continually seek business process improvements through the use of technology, new procedures and criteria review to communicate, recommend, and implement solutions. Complete special projects as needed. Contact Center Agent Qualifications: Bachelor's degree in Business or related field required. 2 years' related work experience in lieu of a degree. Minimum 3 years' experience in Customer Service, Retail and/or Sales, including 1 year of experience in a lead or supervisory role. Strong Customer Service skills are critical, including experience with escalated customer service issues. Experience providing Customer Service via multiple methods (phone, e-mail, live chat, face-to-face, postal mail, etc.) desired. Strong problem solving/resolution skills. Superior decision-making skills, including the ability to quickly understand and analyze new information and situations. Strong multi-tasking and organizational skills. Must demonstrate initiative and the ability to work independently within a diverse team environment. Effective oral communication skills and extensive written communication skills. Experience with Right Now web tool a plus. Retail and/or e-commerce experience preferred. Pay Rate: $16-$17/hour W2 Benefits Benefits are available to eligible **MEMBERS ONLY**SIGN UP NOW***. contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k. About **MEMBERS ONLY**SIGN UP NOW***. **MEMBERS ONLY**SIGN UP NOW***. is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, **MEMBERS ONLY**SIGN UP NOW***. has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
Updated 07/12/2018

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