Career Opportunities: Contact Center Representative (2220440) -id-2077

December 23, 2024

Job Summary

The primary function of this role is to support Customers by responding to inquiries via multiple channels while supporting multiple brands. This position is to provide quick and reliable answers to challenging customer inquiries. This involves taking the appropriate action to resolve the concern and/or complaint including follow-up, resolution steps, documentation, and communication to key partners while following the appropriate policy and procedures to ensure contact quality. This is a multi-brand and channel function and will require a working knowledge of the Order Management Systems, ServiceNow, SharePoint, and other technology tools.

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Major Areas of Responsibility

Effectively staffing the Contact Center Line

Provide a quick and reliable, experience resolving challenging customer situations

Monitor personal schedule adherence to ensure adequate coverage and service levels

Partner with the scheduling and real time adherence group when necessary
Monitor personal discretionary activities (ex. scheduled training or meetings)
Use existing WFM tools to access schedules, shifts, and time-off requests

Managing customer facing contacts

Meet and exceed department key performance indicators
Manage personal knowledge of key technology using communication tools provided; such as SharePoint, ServiceNow, Order Management Systems, Website, etc.
Follow policy and procedures as outlined in Knowledge sharing spaces

Improve personal Agent performance

Identify gaps in personal knowledge and seek support and encouragement
Partner with Supervisor for mentoring that leads to better performance and a better customer experience

Other duties as assigned

Job Knowledge

Minimum Education

High School Diploma or equivalent job experience

Some level of College coursework preferred

Minimum Job Skills

Competent knowledge of multi-brand Order Management Systems and Communication Tools

Excellent verbal and written communication

Ability to interact effectively to peers and partners

Proven skills in issue resolution

Organization skills

Working knowledge of Microsoft skills, i.e. Excel, Word and PowerPoint

Knowledge of core business functions, process, and procedures

Minimum Experience

1-3 years of customer service or call center experience

At Sierra, we embrace the unknown⁠ - and support each other on the journey. Every day is a chance to reinvent what’s possible within our stores. We’re not afraid to scale mountains to Discover Different. That kind of fearless attitude extends throughout the entire TJX family, which includes TJ Maxx, Marshalls, HomeGoods, and Homesense.

Discover Different also means that we embrace each other’s differences and unique perspectives. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Career Opportunities: Contact Center Representative (2220440) -id-2077

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