Client Experience Agent

The Guitar Center Company•Frederick, MD

8d•$16 - $17

About The Position

Handling incoming calls from individual customers, retail stores, and affiliates with questions concerning accounts. In addition, agents will assist with web purchases and sales to our customers. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of management. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma or GED required.
Minimum two years' experience working in an office environment required.
Call Center or multi-phone line experience
Thoroughly understand and be able to navigate Microsoft programs.
Proficiency required in Microsoft Outlook and Word.
Mathematical aptitude required.
Reliable attendance is required.
Ability to maintain standards of conduct expected in a professional environment

Nice To Haves

Bilingual proficiency in English and Spanish (verbal and written)
Superior analytical skills geared towards identifying exceptions, errors and systemic failure.
Superior attention to detail and follow through.
Intermediate understanding of Excel.
Superior written and verbal communication skills.
Excellent phone and customer service skills.
Superior organizational skills.
Superior deductive reasoning and analytical skills.
Vigilant with regard to the early recognition of system problems.
Thorough testing and troubleshooting skills.
Willingness to work seasonal overtime as required.
Excellent time management and multi-tasking skills.
Ability to self-direct and consistently work in an independent environment when working remotely.

Responsibilities

Handle incoming calls from customers, affiliates and retail stores for questions on rental accounts, tuition, payoff quotes, rental credit, and any problems related to rental accounts.
Triage calls to determine where to direct the caller if the call is not a call center issue.
Work scheduled shifts as required to meet call center needs. Participate in overtime as warranted.
Maintain a friendly, professional, welcoming attitude toward the caller -- always remembering we are MAC ambassadors
Read, study and become totally familiar with any training and promotional materials.
Provide timely problem resolution for customers through research and/or assistance tickets requiring assistance from other supporting offices.
Practice and present suggestive selling to customers on every eligible call to promote sales and services.