Share Email Opening Title Contact Center Agent II  Description The Contact Center Agent is an intermediate Contact Center service position, tasked with fielding Sales calls, support calls, website chats, and emails from customers, sellers, and site owners. In addition to initial triage, agents are tasked with elevated responsibilities and assignments such as following-up on complex order issues, handling escalated calls, website chats, and emails from customers, sellers, and site-owners. This position requires employees to act as the intermediary line of contact between customer and seller support inquiries via phone calls, chats, and emails and ensuring relevant order, event, and delivery information has been communicated to all relevant parties. Handling inbound and outbound support calls, website chats, and emails, with the intent of resolving all first level support. Acts urgently on escalated support calls, website chats, and emails from customers and sellers ensuring a positive customer and seller experience. Being the intermediary between customer and seller (ie. relaying delivery information to clients, coordinating pickups, confirming delivery, etc.) Acting as a liaison via Freshdesk between customers and sellers on behalf of the company. Refills and Relists orders via point of sales and partner sites to assist customers. Fields inbound and outbound support calls, emails, or chats for partner sites. Answering questions from peers related to customer ticket requests. Contacts selling partners and FedEx via telephone, email, or support ticket to discuss and confirm delivery details, and provide updates. Communicates with other internal departments and stakeholders as necessary.   Position Requirements Required Skills: At least one year experience supporting customer calls   Required Experience: At least one year of experience working in a high-volume Contact Center job. Preferred Experience: Experience with customer chat tool Experience with contacting customers via email Previous phone sales experience   Education: H.S. Diploma or equivalent required   Work Schedules available: Monday, Tuesday, Wednesday, Friday & Saturday 12pm-9pm EST Monday, Tuesday, Wednesday, Friday & Saturday 1pm-10pm EST Sunday, Monday, Tuesday, Thursday & Friday 1pm-10pm EST   Full-Time/Part-Time Full-Time   Shift -not applicable-   Division TicketNetwork, Inc.   Exempt/Non-Exempt Non-Exempt   Req Number CON-22-00074   Location Hartford County - TN   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://prolific1.appone.com

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