AXS _Contact Center Representative I

AEG Worldwide • Frisco, TX

5h • Onsite

About The Position

AXS is seeking a Customer Care Representative to join our team in Frisco, TX and Scottsdale, AZ. You must be able to answer phones to respond to general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.

Requirements

• Successful completion of new hire training and nesting.
• Final Grade must be passing.
• Two years plus previous experience in a customer support role.
• Track record of exceeding performance metrics
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM, Workforce systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• High school diploma.

Nice To Haves

• Bilingual (English and Spanish).
• Higher education and contact center certifications.

Responsibilities

• Manage large amounts of multi-line inbound calls in a timely manner with a phone adherence of 90%, talk time goal of 8:30 minutes and follow communication “scripts” when handling different topics from a quality assurance perspective with a goal of 90% or greater per customer experience.
• Handle charge by phone, Back office search functions, Back office The Order Viewer, Flash Seats for Admin, Flash Seats for Customers, Customer Service Basics, Utilizing Wiki, Slack, Five9, Escalation process, Transfer process, Brand protection (Dos and Don'ts), Outlook, including calendar, Quality Assurance, Soft skills, MOD - Method of Delivery, Back Office Refunds, Back Office Exchanges, Submitting Internal Inquiries (case by case scenarios).

Benefits

• medical, dental and vision insurance
• paid holidays
• vacation and sick time
• company paid basic life insurance
• voluntary life insurance
• parental leave
• 401k Plan (with a current employer match of 3%)
• flexible spending and health savings account options
• wellness offerings
• Opportunities for learning and leveling up through training and education reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED