Contact Center Agent

Company Overview

Based in Huntersville, NC, Homefront Brands is the latest platform for franchised property services businesses in North America. We have 6 brands (and growing) operating on our platform. Our mission is to be the growth engine for aspiring entrepreneurs, established business builders and our veterans to create and enhance the American dream of building a better future, through the application of our world class franchise models.

 

Job Overview

We are seeking a friendly and detail-oriented Contact Center Agent to join our team. The ideal candidate will handle incoming and outgoing customer inquiries, provide product or service information, and resolve issues efficiently while delivering exceptional customer experiences.

Key Responsibilities

• Handle Incoming and Outgoing Customer Interactions via Phone, Email, or Chat
  • Manage a high volume of incoming and outgoing interactions, ensuring prompt and professional communication.
  • Use active listening skills to understand customer needs and respond appropriately.
  • Adapt communication style to match the tone and urgency of customer inquiries, ensuring a positive experience.
• Provide Accurate Information and Resolve Customer Issues in a Timely Manner
  • Deliver clear, concise, and accurate information about products, services, and company policies.
  • Analyze and troubleshoot customer issues to determine the root cause and provide effective solutions.
  • Follow up with customers as needed to confirm that issues are resolved to their satisfaction.
• Document Customer Interactions in the System and Escalate Unresolved Issues
  • Record detailed and accurate notes for each customer interaction, including the nature of the inquiry, actions taken, and outcomes achieved.
  • Ensure all data is entered into the customer relationship management (CRM) system in compliance with company protocols.
  • Identify and escalate unresolved or complex issues to supervisors or specialized departments, providing all necessary documentation for efficient resolution.
• Promote Products and Services to Meet Customer Needs
  • Identify customer needs through effective questioning and offer tailored solutions.
  • Explain the benefits of additional products or services to customers in a clear and persuasive manner.
  • Handle sales opportunities and retention efforts in line with company policies and performance objectives.
• Meet Performance Targets, Including Response Time and Customer Satisfaction Metrics.
  • Strive to exceed key performance indicators (KPIs) such as average handling time, and customer satisfaction scores.
  • Monitor personal performance and actively seek feedback to improve productivity and service quality.
  • Maintain compliance with quality assurance guidelines and standards to ensure consistent and exceptional service delivery.

Qualifications .

• Experience:
  • Minimum of 2 years of experience, preferably in a contact center, customer service, or a related field.
• Skills:
  • Exceptional verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • At least 6 months of experience with contact center/phone software (RingCentral), CRM tools (Service Minder & Service Titan), and computer applications like Microsoft Office.
  • Ability to use web resources such as Google Maps and Zillow for external housing views.
  • Proficiency in PC/Windows systems.
• Other Requirements:
  • Flexibility to work various schedules, including evenings and weekends if needed.
  • Strong empathy and patience when handling customer concerns.