Temporary Contact Center Floor Support, Guest Services

Contact Center Floor Support

The Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.

• Monitor the call center queue to ensure timely guest support and balanced call distribution
• Walk the floor to address guest feedback and provide in-the moment coaching
• Cover associate breaks and lunches to maintain consistent service levels
• Guide associates through complex or escalated calls in real time
• Troubleshoot and resolve personal care item issues and body chemistry concerns for guest
• Ensure all guest interactions are properly documented and resolved within service standards
• Collaborate with internal teams to report product concerns and track resolutions
• Use dashboards and tools to monitor key metrics across all support channels
• Share performance trends and insights with leadership
• Communicate updates, procedural changes, and product information clearly to the team

The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

$19.50 per hour