AXS _Contact Center Representative I
$37,440–$37,440 year
On-siteFrisco, Texas, United States
Job Summary
Answer phones to respond to general customer inquiries, invoice questions, and complaints while projecting a professional company image. Manage large volumes of multi-line inbound calls adhering to a 90% adherence rate and 8:30-minute talk time goals, utilizing communication scripts for quality assurance. Execute back office functions including charge processing, order viewing, refunds, and exchanges via Five9, Slack, and Wiki. Complete new hire training and nesting with a passing grade, maintaining strong verbal communication and active listening skills. Handle escalations and transfers while adhering to brand protection guidelines.
Required Qualifications
- 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
Desired Qualifications
- Bilingual (English and Spanish)
- Higher education and contact center certifications
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