Contact Center Agent Tier III

Position Overview

Members of this elite and specially trained team are able to utilize tools already in existence to expertly and efficiently care for customer facing issues.  Members of this team also display exceptional critical thinking skills to uncover outside-the-box problem-solving methods that go above and beyond to serve our customers.  

 

Candidates must have a minimum availability of 20 hours weekly during non peak with additional hours weekly during peak. Preferred availability to include Monday through Thursday 12pm to 9pm. Friday and Saturday Availability. 

Position Details

What You’ll Do:

• Primary responsibility is to deliver world-class service by answering incoming external and internal customer interactions efficiently while effectively exceeding the customer's expectations.
• Respond accurately and enthusiastically to inquiries regarding selection, pricing, product questions and other inquiries in a courteous and professional manner
• Effectively communicate DTC policies and procedures to our internal and external customers Provide innovative solutions to all customer-facing issues
• Respond to inbound customer calls, emails and chats as business needs dictate
• Maintain superior knowledge of the Duluth Trading product line, pricing structure, shipping policies and return procedures as they relate to customer needs
• Consistently and accurately capture all customer information
• Prepare outgoing correspondence (manual invoices, etc.)
• Respond proactively and provide solutions to customer concerns, being empowered to make decisions that satisfy the customer and uphold Duluth Trading policies and procedures
• Provides support to co-workers via the Assist line
• Participate in training programs designed to enhance performance; includes individual and group coaching, role-play activities, skills training and sales presentation monitoring and recording
• Manage timely customer follow-up to insure satisfactory problem resolution; coordinate development of alternative solutions to unusual or difficult customer service situations with lead, supervisor or manager
• Meet and exceed Key Performance metrics as outlined in the CSR - Tier III role expectations Adhere to the levels of quality as determined by the quality standards
• Perform off-line duties and special projects as directed by CC Leadership of Work Force teams
• Participates in proactive team efforts to achieve departmental and company goals
• Adopts organizations values in personal work behaviors, decision making, contributions and interpersonal interactions.
• Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value 'can do' people, accountability, diversity, equity, and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.

What We’re Looking For:

• High School Diploma Equivalent work experience would be considered Previous inbound call center or related customer service experience
• Applicants must currently be in a CSR - Tier II role.
• Keyboard and computer experience (MS Excel, MS Word)
• Computer proficiency with the ability to toggle through systems and navigate through web pages.
• Excellent Customer Service skills.
• Excellent written and verbal communication skills.
• Detail oriented with high level of accuracy.
• Proven ability to manage multiple tasks.
• Ability to be professional and pleasant on the phone with customers.
• Ability to navigate through customer issues with the goal of providing resolution in the best interest of both the customer and Duluth Trading Company.
• Ability to communicate problems/opportunities to supervisory staff leading to process improvement.
• Ability to exercise good business judgment in a fast pace environment.
• Previous Telephone Sales training/experience at Duluth Trading Company a plus.
• Ability to maintain regular or consistent attendance in accordance with company and departmental policies and procedures. Ability to type a minimum of 40 wpm
• Excellent knowledge of Duluth Trading Company products Strong time management skills
• Excellent technical skills-ability to set up and maintain home system and good problem solver

Environmental Factors:

• Sitting up to 90% of work hours.
• Continuous arm, hand, and wrist movement (ie: typing)
• Occasional reaching, twisting, and bending.
• Noise level no greater than casual conversation.
• Ability to provide a disruption-free work environment (such as a home office) which also permanently houses your home network modem/router and the DTC issued remote agent equipment.
• Work in temperatures ranging from 65 - 75 degrees

 

Benefit Offerings: 40% employee merchandise discount, 401K program with company match, employee stock purchase plan.

 

Starting Pay Rate: $16.75/hr

 

Compensation is based on several factors including but not limited to education, work experience, certifications, federal, state and local minimum wage requirements, etc.

 

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

About Duluth Trading Company

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.

 

From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, to meticulously built and sourced Best Made, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life.

 

Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that’s hellbent on helping the world to gear up, get its hands dirty, and do.