Contact Center Representative

TJX•Cheyenne, WY

3d•Remote

About The Position

TJX is looking for Contact Center Representatives who can work from home. Candidates must have reliable internet access at their home and live in one of the following states: Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Montana, Nebraska, Nevada, North Dakota, Oklahoma, Texas, Virginia, Wyoming. This position has a pay range of $15.00 to $16.00 per hour. Starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. 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.

Requirements

High School Diploma or equivalent job experience
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
1-3 years of customer service or call center experience

Nice To Haves

Some level of College coursework preferred

Responsibilities

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