Career Opportunities: Contact Center Representative (2220440) id-12618

December 23, 2024

Job Summary

The primary function of this role is to support Customers by responding to inquiries via multiple channels while supporting multiple brands. This position is to provide quick and reliable answers to challenging customer inquiries. This involves taking the appropriate action to resolve the concern and/or complaint including follow-up, resolution steps, documentation, and communication to key partners while following the appropriate policy and procedures to ensure contact quality. This is a multi-brand and channel function and will require a working knowledge of the Order Management Systems, ServiceNow, SharePoint, and other technology tools.

Other Jobs You May Be Interested In

Major Areas of Responsibility

Effectively staffing the Contact Center Line

Provide a quick and reliable, experience resolving challenging customer situations

Monitor personal schedule adherence to ensure adequate coverage and service levels

Partner with the scheduling and real time adherence group when necessary
Monitor personal discretionary activities (ex. scheduled training or meetings)
Use existing WFM tools to access schedules, shifts, and time-off requests

Managing customer facing contacts

Meet and exceed department key performance indicators
Manage personal knowledge of key technology using communication tools provided; such as SharePoint, ServiceNow, Order Management Systems, Website, etc.
Follow policy and procedures as outlined in Knowledge sharing spaces

Improve personal Agent performance

Identify gaps in personal knowledge and seek support and encouragement
Partner with Supervisor for mentoring that leads to better performance and a better customer experience

Other duties as assigned

Job Knowledge

Minimum Education

High School Diploma or equivalent job experience

Some level of College coursework preferred

Minimum Job Skills

Competent knowledge of multi-brand Order Management Systems and Communication Tools

Excellent verbal and written communication

Ability to interact effectively to peers and partners

Proven skills in issue resolution

Organization skills

Working knowledge of Microsoft skills, i.e. Excel, Word and PowerPoint

Knowledge of core business functions, process, and procedures

Minimum Experience

1-3 years of customer service or call center experience

At Sierra, we embrace the unknown⁠ - and support each other on the journey. Every day is a chance to reinvent what’s possible within our stores. We’re not afraid to scale mountains to Discover Different. That kind of fearless attitude extends throughout the entire TJX family, which includes TJ Maxx, Marshalls, HomeGoods, and Homesense.

Discover Different also means that we embrace each other’s differences and unique perspectives. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Career Opportunities: Contact Center Representative (2220440) id-12618

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

Related Posts

Client Service Excellence Representative id-14583

Remote Part Time Data Entry Clerk - $1400 weekly -id-14577

Remote Amazon Data Entry Jobs Hiring (URGENT) - Part-Time id-14573

(Part Time Work From Home) Customer Service Representative Agent - Hiring Now-id-14568

Registered Nurse Coder – DRG Reviewer (Remote) | Blue Cross Blue Shield careers Arizona id-14562

Online Jobs For 15 Year Olds At Home That Pay No Experience id-14558

Remote Proofreader | GumGum | $24 – $32 | Remote (United States) id-14554

Remote Amazon Part Time Data Entry Jobs -id-14551