Call Center Agent - USA#6998-4400 SUMMER AVE, Memphis, Tennessee, United States - Ecommerce - AutoZone-US - 180001D0 - Consistently use Genysys Workspace to field, track and accurately record notes on all incoming telephone calls and e-mails from customers, stores, shippers, vendors and other third parties according to standard operating procedures - Achieve set KPIs on call and email volume, handling times and speed to answer - Select and adapt the appropriate email template or phone script to address specific customer issues while using proper grammar and adhering to brand voice and guidelines - Become proficient in using multiple software and hardware tools to locate the necessary information to answer questions and solve problems - Handle incoming order status inquiries and product transfer requests from stores - Make outgoing phone calls to verify orders and follow up on order-related issues - Assist customers in modifying or cancelling their orders and with sourcing and reshipping damaged, missing or incorrect items - Communicate with customers and stores via telephone and e-mail regarding products, order details and status, payments, refunds, and returns - Work in a high-paced and multi-tasking environment and maintain focus and professionalism at all times - Apply critical thinking skills to resolve problems and recognize potential fraud - Recognize, document and alert management of trends in calls and emails - Provide product, service, warranty and policy information to customers - Route calls to appropriate resources and escalate issues to appropriate parties - Accurately categorize and record customer contacts and review interaction history while communicating with the customer to resolve the problem - Recognize and troubleshoot production/shipping issues and escalate systems issues to IT support with proper follow up and documentation - Assist DataZone Call Center and Store Support Center in immediately researching and responding to escalated issues regarding customer orders - Work with FedEx and freight shippers to troubleshoot shipping issues, create Bills of Lading and file/follow up on claims - Handle International orders and eBay orders according to set standards and processes - Other duties may be assigned as needed REQUIREMENTS: - Level of Education: A high school diploma or equivalent (G.E.D.), may include specialized or vocational courses - Bi-lingual in Spanish highly preferred - 1-3 years experience in a call center environment - Knowledge of customer service practices and principles - Excellent time management skills - Excellent data entry and typing skills with acute attention to detail and spelling - Superior listening, verbal and written communication skills - Must possess soft skills such as empathy, professionalism and courtesy - Proficient in using all browsers including Chrome, Firefox and Internet Explorer - Working knowledge of Microsoft Office, especially Outlook, Word and Excel - Experience with SQL, Rocket Shuttle, Oracle CSC and eBay Seller Hub a plus - Experience with chat software preferred - Must be willing to spend 6 weeks in training; this training will require the incumbent to stand for long periods of time - Must be willing to work weekends - Level of Experience: intermediate - Type of Experience: automotive, retail, warehouse, eCommerce