Description
This Position is fully remote in the state of Nevada.
Position Summary:
The AKC Contact Center handles inbound telephone calls, emails, live chats, and private social media messages involving dog and litter registrations. We are a fast-paced omni-channel customer service department with training and growth opportunities.
A successful AKC Contact Center Agent will have an excellent attitude towards their work and empathy for their customers' needs. Strong listening and problem-solving skills to quickly identify issues, clarify information, and utilize resources for resolution are required. Displays friendliness, patience, tact, and confidence while keeping customer satisfaction at the core of every decision and behavior.
Primary Job Duties:
Handle a high volume of inbound telephone calls and document customer interactions using Salesforce (CRM).
Proficiently utilize multiple software programs and web-based tools with accuracy and escalate customer issues as necessary.
Assist and educate customers regarding registrations, transfers of ownership and AKC policies.
Utilize resources to research and explain AKC's breeder and consumer programs.
Promote AKC resources and National Breed Club to customers seeking to purchase a purebred dog.
Proficiently navigate the AKC website
Process transactions within the established guidelines.
Responds to inbound emails utilizing quick replies and formatting tools to ensure consistent, professional email responses to customers.
Communicate via Team chat channels throughout the day. Maintain contact with department and management team in a pleasant, professional manner.
Maintain confidentiality of AKC records
Meet or exceed agent goals and adhere to attendance policy.
Required Skills, Specialized Knowledge and Competency Requirements:
Proficient with Microsoft Office suite, including Outlook Email and Teams. Must be able to use multiple computer screens and a variety of applications simultaneously. Ability to multi-task between multiple web-based programs and browser tabs. Able to interpret data and perform transactional software tasks.
Agent must have pleasant and articulate telephone voice/manner. Demonstrates independent critical thinking to evaluate, research and problem-solve. Must have the ability to learn and retain extensive information about the AKC registration system as well as other AKC department functions. Agent must possess a responsible and professional attitude, be able to function under pressure and maintain composure.
Bilingual Preferred but not required. A bilingual customer service agent must be fully fluent in both languages, able to communicate clearly and professionally with customers in spoken and written form. They should switch between languages effortlessly while understanding cultural nuances, ensuring every interaction is accurate, respectful, and supportive.