Job Description
Note: The job is a remote job and is open to candidates in USA. Harbor Freight Tools is a company focused on providing exceptional customer experiences. They are seeking a Contact Center Associate to assist customers through phone and email communication by providing order information, product troubleshooting, and general customer support. Responsibilities Deliver friendly and helpful service Demonstrate professionalism Actively listen and express empathy Navigate ambiguity Overcome obstacles Identify solutions Proficient in all assigned areas of responsibility Accurate and timely completion of workload Implement feedback and coaching Drive for continuous improvement Follow standard operating procedures Adhere to company policies Assist Customers Through Phone And Email Basic product support Parts identification and ordering Web order support, including order status, cancellations, and returns Issue resolution General questions Meet or exceed goals: Call and email audit Steps of Service Sincerely greet the customer Evaluate the customer’s needs Resolve the issue Validate the customer’s satisfaction Express appreciation After Call Work (ACW) Hold Time Other duties as assigned Engage In Continuous Improvement Environment Demonstrate self-awareness and humility Implement coaching and feedback Strive to improve individual and team KPI’s Adherence to schedule Follow policy and procedures Commitment to continued learning and self-development Strives to deliver an exceptional customer experience every time Consistently prioritizes customers and addresses customer needs Invests time with customers and enjoys positive relationships Asks open ended and thorough questions to understand customer priorities Communicates clearly and ensures understanding; adapts approach to match the audience Communicates professionally and respectfully Expresses genuine interest and concern when serving customers Skills Customer Service, Retail, or Hospitality experience preferred Intermediate computer skills, including MS Office (Excel, Word) required Bachelor's/Associates Degree preferred or High School Diploma Stand, walk, sit for extended periods of time Speak and listen to others in person and over the phone Read from computer screen and reports Type 35 words per minute Lift up to 15 lbs Contact Center Associates are required to have a space within their home to create a desk setup that includes 2 monitors, a laptop, docking station, mouse, keyboard, and headset Maintain a workspace that is safe and free from hazards, quiet and suitable to maintain the confidentiality and privacy of company/customer information Free of distractions – Associates should be able to converse with customers in a non-distracting manner Secure for Harbor Freight property Well-lit and ergonomically adequate Internet speed of 1GB or greater is required with an unlimited data plan A wired connection typically offers the most reliable and consistent internet speed for supporting daily work tasks Ability to work a flexible schedule, including weekends and holidays Regular attendance is an essential function of the job Benefits Early access to pay Medical Dental Vision Life insurance Short-term and long-term disability 401k plan Paid time off up to 120 hours per year Paid sick time up to 80 hours per year Paid time off up to 184 hours per year (inclusive of PTO, floating holidays, and paid holidays) Company Overview Harbor Freight Tools is a leader in providing high-quality tools at the lowest prices in the industry. It was founded in 1977, and is headquartered in Calabasas, California, USA, with a workforce of 10001+ employees. Its website is