Call Centre Agent - Remote

We currently have an exciting opportunity for a Tier 1 Telecommunications Representative. This role plays a key part in assisting and supporting our stores and customers. This person will respond to customer contact received via telephone, consistently ensuring quality service and proper issue resolution while remaining in compliance with Company and contact center procedures. This position is an in-office position based at our Houston, TX office and reports directly to the Supervisor, Telecommunications Tier 1.

Receive and respond to incoming calls with a friendly and welcoming attitude, using professional phone etiquette and active listening skills.

Utilize tact and sound judgment in resolving customer and store inquiries, by providing appropriate responses and resolutions.

Maintain up to date product knowledge, policy information, and promotional offerings.

Effectively communicate with customers and store employees accurately and promptly.

Meet and maintain service levels, department goals, and quality voice of customer survey scores, while providing an exceptional customer experience.

Maintain customer records by properly documenting all customer interactions in the CRM.

Resolve common issues while using internal resources and training materials.

This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. High school diploma or equivalent required.

• 1-2 years’ experience in a customer focused role.
• Bilingual (English/ French or English/ Spanish) a plus.
• Well developed problem analysis skills.
• Ability to gather and summarize data, find solutions, and prioritize work.
• Proficient use of Microsoft Office programs including Word, Excel, and Outlook.

Ability to sit and work at a computer keyboard for extended periods of time.

Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.

This is an in-office position based at our Houston, TX office or remote within the U.