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Aerotek Call Center Agent - Chat Agent in Palatine, Illinois

Description:

The primary accountability of the Consumer Care Agent is to offer outstanding service to company consumers. It is the responsibility of the Consumer Care Agent to be available, helpful, friendly and knowledgeable. Consumer Care Agents are the voice of the company. Consumer Care Agents are responsible for assisting the call center in achieving/exceeding stated service level goals. You will start off by handling live Chats from customers and eventually inbound calls.

Duties: Consumer Care Agents are expected to be knowledgeable regarding products. Consumers call needing assistance when making a purchasing decision. Consumer Care Agents are able to discuss the features and benefits of the products. These calls often include assisting the consumer in locating a dealer in their area who sells the products.

Product Orders: Consumers Chat and call to purchase accessories, parts, or to have a replacement part sent under warranty. Consumer Care Agents are expected to be able to assist the consumer by correctly identifying the consumer’s product so the correct part or accessory can be ordered. Consumer Care Agents are also responsible for correctly placing the order in the computer system.

Assembly, Maintenance, and Troubleshooting: Consumers call needing help putting a product together, taking care of their products correctly and also helping to identify and resolve and problems the consumer is having operating their products. This can mean the need to set up a service call to have an authorized agent repair the consumer’s product. It is important that appropriate questions are asked to determine what the problem might be. If replacement parts are necessary it is the responsibility of the Consumer Care Agent to determine if the product within warranty, what parts are needed and to correctly fill out a service call request (if the customer is unable to perform the replacement themselves).

In addition to taking calls, it is also the responsibility of the Consumer Care Agent to properly document the reason for the consumer’s call in the computer system. This information is used to better understand why consumers are calling and to assist with identifying areas for improvement.

Skills:

customer service, microsoft office, chat support, inbound, outbound, email, android, crm, word, excel, smart phone, spanish, Call center, Service, Csr, Retail, Order entry, Bilingual, email, website, data entry

Top Skills Details:

Customer Service Chat Support Microsoft Office

Additional Skills & Qualifications:

Must Haves: - Experience: 1+ years of customer service experience from a call center or phone-based office role with Chat Support - Customer Service "Chat Support" experience - Computer Skills; Typing Skills - Web-based platforms, Microsoft Office Suite and any other web-based software TESTING: Typing test, 40 wpm -Contract to a potential hire. They will bring on top performers at the end of peak season (October 2021)

Nice Haves: - Associates or Bachelors Degree - Experience troubleshooting products - Bilingual in Spanish or French

Soft Skills: • Exceptional communication skills • Calm demeanor • Updating software on their own computers, devices and in current role • Someone that can write and respond via email and online, social medial • Using video and other forms of technology • Android apps and ios apps • These people are the eyes and ears of the field • Someone that can be very collaborative • Manage teams and be a team player

Experience Level:

Entry Level

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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