Contact Center Super Agent

Pay Range: $19.15 - 26.34 hourly

Onsite with possible future opportunity to go remote

Job Description: Your Piece of the Puzzle

As NFM’s Contact Center Super-Agent you will provide service on all skill types and customer concerns by performing a variety of duties (for Furniture, Appliances and Electronics). Function as a shadow trainer and provide ongoing mentorship to the department.

Job Duties: A Day in the Life

Be Precise Check system for status of merchandise work with appropriate business partners for updates and provide appropriate information and options
Manage Work to save sales and negotiate with customer for any failed moments of truth to establish positive customer relations
Collaborate Work with vendor representatives on other options available to resolve customer situations
Coach Provide ongoing coaching and training for Customer Service department for new hires and uptraining
Play your Part Take ownership of resolving customer issues and ensure proper documentation is completed - check status of merchandise and inform customers of all information and options

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love-because that’s what we love.

Qualifications: Can You Check These Boxes?

High School Diploma or GED preferred
1 year in CSRII level and achieve above satisfactory scores on performance measures
Ability to work night, weekend and/or early morning hours based on business needs.
Ability to enter data quickly and accurately
English/Spanish bilingual speakers preferred
Provide flexibility in training schedule as needed
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Provide feedback in a constructive manner to new hires and existing staff
Pre-employment screening includes, but isn’t limited to, criminal background check