The client Call Center Representative resolves customer related inbound inquiries (via calls, emails, voicemails) into the Call Center. He or she will continuously strive to provide not only the correct answer, but in a way that helps the inquirer clearly understand the resolution and feel supported and connected to Family Dollar. The Call Center Representative is responsible for documenting resolutions to all inquiries via an online inquiry tracking system. He or she will respond to current and former team members and their dependents, managers, management, government agencies, customers and applicants via phone and email.

Principle Duties & Responsibilies:

1. Accurately respond to and resolve inquiries (calls, voicemails) utilizing Service Center procedures, policy manuals, knowledge management system (KMS) and other reference materials
2. Document all team member and/or customer inquiries and their resolutions in the case management technology application according to the Service Center standard practice
3. Meet and strive to exceed Service Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, volume expectations, service level/abandonment rate, caller hold and talk time, first call resolution and proper case documentation
4. Work with all current/former team members and customers to inform them of self- service resources to help empower all team members with further issues and inquiries by utilizing the self-help tools available (Portal and FD.com)
5. Partner with Subject Matter Expert reps to further specific subject matter knowledge to increase first call resolution and shorten call time
6. Escalate team member and customer inquiries (calls, tickets) to the appropriate department and/or field personnel in a timely manner when additional research or analysis is necessary
7. Identify unusual calling events or frequent customers issues and work with the Service Center Supervisor to suggest process, procedure and training improvement opportunities
8. Responsible for notifying the Service Center Supervisor and Training and M&P Specialist when updates to the KMS are needed
9. Participate in special projects as needed

Minimum Requirements:

Education: High School Diploma or successful completion of GED required. Associates or Bachelor's Degree preferred in Human Resources, Business Administration, IT or other related fields.

Experience:

• Minimum 1+ years of call center/customer service experience
• Knowledge and understanding of general retail process and policies is a plus
• Demonstrated effectiveness in customer service and dealing with dissatisfied customers
• Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking systems
• Multi-tasking in a fast paced, call center environment
• Bilingual in English/Spanish a plus

Job Related Skills:

• Ability to consistently deliver high quality customer service in a professional manner
• Strong analytic and problem solving skills
• Customer service focus and strong interpersonal skills required
• Ability to communicate effective through written and oral communication
• Strong attention to detail
• Ability to work with a diverse audience
• Ability to handle confidential and sensitive information

Computer Skills: Advanced Microsoft office skills (Word, Excel, Outlook, and PowerPoint)