Customer Experience Agent

Responsibilities Handling incoming calls from individual customers, retail stores, and affiliates with questions concerning accounts. In addition, agents will assist with web purchases and sales to our customers. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of management. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Thoroughly understand and be able to navigate Microsoft programs. Handle incoming calls from customers, affiliates and retail stores for questions on rental accounts, tuition, payoff quotes, rental credit, and any problems related to rental accounts. Triage calls to determine where to direct the caller if the call is not a call center issue. Work scheduled shifts as required to meet call center needs. Participate in overtime as warranted. Maintain a friendly, professional, welcoming attitude toward the caller -- always remembering we are MAC ambassadors Read, study and become totally familiar with any training and promotional materials. Provide timely problem resolution for customers through research and/or assistance tickets requiring assistance from other supporting offices. Practice and present suggestive selling to customers on every eligible call to promote sales and services. Qualifications To join our band you'll need the following experience: High school diploma or GED required. Minimum two years' experience working in an office environment required. Call Center or multi-phone line experience Standout applicants will demonstrate: Bilingual proficiency in English and Spanish (verbal and written) Superior analytical skills geared towards identifying exceptions, errors and systemic failure. Superior attention to detail and follow through. Proficiency required in Microsoft Outlook and Word. Intermediate understanding of Excel. Mathematical aptitude required. Superior written and verbal communication skills. Excellent phone and customer service skills. Superior organizational skills. Superior deductive reasoning and analytical skills. Vigilant with regard to the early recognition of system problems. Thorough testing and troubleshooting skills. Reliable attendance is required. Willingness to work seasonal overtime as required. Excellent time management and multi-tasking skills. Ability to maintain standards of conduct expected in a professional environment Ability to self-direct and consistently work in an independent environment when working remotely. Pay Rate: $16-17/hr depending on location, background and experience. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations. Equal Opportunity Employer: Music & Arts is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements. Accommodation requests: If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation by calling View phone number on click.appcast.io or by sending an email to View email address on click.appcast.io #J-18808-Ljbffr