Senior Customer Service Agent

Senior Customer Service Agent (Call Center & E-commerce Fulfillment )

Shift: Wednesday to Saturday, 10:00 AM to 8:30 PM

Are you passionate about customer service and eager to make a difference? Join our team as a Senior Customer Service Agent, where you'll play a pivotal role in shaping the future of our customer service operations!

Position Overview: As a Senior Customer Service Agent, you will provide advanced support and technical advice to our Customer Service Coordinators and customers. You will identify areas for improvement, develop work plans, and mentor coordinators through impactful training programs. This hybrid role involves both call center duties and warehouse picking responsibilities.

Key Responsibilities:

• Second-Level Support: Act as a technical advisor for complex e-commerce issues, assisting Customer Service Coordinators and resolving escalated calls promptly.

• Customer Interaction: Handle customer inquiries via email or live chat, delivering superior service through well-crafted responses.

• Mentorship: Inspire and guide our coordinators, reinforcing company and department policies and procedures.

• KPI Reporting: Provide weekly KPI reports to the Advisor, maintaining transparency and tracking performance.

• Production Collaboration: Partner with the production team to ensure compliance with policies and procedures, maintaining quality control for orders.

• IT Collaboration: Work closely with our IT team to ensure all systems are running smoothly.

• Support Teams: Assist DataZone, stores, and the NDD team in resolving issues swiftly and ensuring timely order completion.

• Systems Expertise: Become a subject matter expert in Genysys and other systems within the AutoZone Fulfillment Center, offering valuable insights and support.

• Warehouse Picking: Pick and pull orders in the warehouse as necessary to ensure timely order fulfillment.

• Physical Requirements: Ability to lift up to 50 pounds, stand or walk for extended periods, and perform repetitive motions.

Qualifications:

Qualifications:

• Proficiency in the SMS system and Microsoft Excel.

• Effective leadership and excellent communication skills.

• Strong decision-making abilities.

• Ability to excel in a fast-paced environment.

• Experience:

• 1 year in Customer Service with Call Center/Helpdesk.

• Bilingual skills are a plus.

• Knowledge of auto parts, retail stores help desk, or technical experience is preferred but not required.

• Fulfillment center or warehouse experience is a plus.

• Familiarity with call center systems and/or eCommerce order and payment systems is a plus.

• Flexible scheduling with the ability to work until closing as needed.

Join us in delivering exceptional service and making a significant impact on our customer operations!