Contact Center Representative
Sierra
At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our four global Home Offices, Distribution Centers or Retail Stores-TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you'll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family-a Fortune 100 company and the world's leading off-price retailer.
Job Description:
Are you looking for a chance to work at home? TJX is looking for Contact Center Representatives who can work from home. Candidates must have reliable internet access at their home. and live in one of the following states: Wyoming, Alabama, Florida, Georgia, Kansas, Louisiana, Nebraska, Texas, North Dakota, and Arkansas
Full-Time and Part-Time positions available!!
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.
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
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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
Benefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.
In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers 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, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
Address:
5025 Campstool Rd.
Location:
USA Home Office Cheyenne WY
This position has a starting pay range of $11.65 to $16.00 per hour. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- On-site/Nearby Childcare
Work Flexibility
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Summer Fridays
Financial and Retirement
- 401(K) With Company Matching
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program