Customer Service Agent

Summary

Handle Customer contacts from different channels to provide and process information in response to inquiries, concerns and requests about products, services and general information from the different segments handled in the department. Creates performance reports and provides mentoring to new agents or agents that have been recently trained in a new segment. Take payments for Customers to place orders at a store or the website.

Responsibilities

1. Handle Customer contacts from different channels (telephone, e-mail, chat) identifying their concerns and responding promptly to their inquiries.
2. Follow up on Customer interactions via e-mail, telephone or chat with other departments/teams and outside vendors/third parties. Feed ticketing systems to record Customer interactions and transactions. Attend trainings, meetings and mentoring to maintain knowledge updated and receive feedback.
3. Create performance reports and provide mentoring and feedback to new agents or agents that have been recently trained in a new segment. Process orders, rebates, complaints.

Requirements

1. A high school diploma or equivalent (G.E.D.), may include specialized or vocational courses.
2. Area of study: Customer Service.
3. Years of experience: One to two years.
4. Type of experience: Customer Service, Call Center knowledge, AutoZone Culture.
5. Special certifications or technical skills: Communication skills - verbal and written, bilingual, basic computer software.
6. Other/preferred: Self-direction.