Contact Center Super Agent

Pay Range: $19.15 - 26.34 hourly

Onsite with possible future opportunity to go remote

Job Description: Your Piece of the Puzzle

As NFM’s Contact Center Super-Agent you will provide service on all skill types and customer concerns by performing a variety of duties (for Furniture, Appliances and Electronics). Function as a shadow trainer and provide ongoing mentorship to the department.

Job Duties: A Day in the Life

• Be Precise Check system for status of merchandise work with appropriate business partners for updates and provide appropriate information and options
• Manage Work to save sales and negotiate with customer for any failed moments of truth to establish positive customer relations
• Collaborate Work with vendor representatives on other options available to resolve customer situations
• CoachProvide ongoing coaching and training for Customer Service department for new hires and uptraining 
• Play your Part Take ownership of resolving customer issues and ensure proper documentation is completed - check status of merchandise and inform customers of all information and options

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love-because that’s what we love.

Qualifications: Can You Check These Boxes?

• High School Diploma or GED preferred
• 1 year in CSRII level and achieve above satisfactory scores on performance measures
• Ability to work night, weekend and/or early morning hours based on business needs.
• Ability to enter data quickly and accurately
• English/Spanish bilingual speakers preferred
• Provide flexibility in training schedule as needed
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Provide feedback in a constructive manner to new hires and existing staff
• Pre-employment screening includes, but isn’t limited to, criminal background check