Agent Experience Specialist

🔥 1 minute ago

🦌 Connecticut, Massachusetts, +1 more states – Remote

🦌 Connecticut – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote

💵 $19 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bob's Discount Furniture

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

🏭 Manufacturing

📦 Logistics

🛒 Retail

Manufacturing • Logistics • Retail

Bob's Discount Furniture is a retail furniture store offering a wide range of home furnishings and accessories at affordable prices. They provide an efficient shopping experience through their online platform, where customers can browse and purchase various furniture pieces. The company places a strong emphasis on customer privacy and the use of technologies to enhance website functionality and personalization. They comply with privacy laws like the CCPA and offer options for customers to manage their data preferences. Their business model includes leveraging performance and marketing technologies to improve user experience and offer relevant advertisements.

📋 Description

• Work cross-functionally within Customer Support and across partnering departments to improve the overall agent experience and customer satisfaction. • Identify trends and analyze Customer Support KPI data to identify operational improvement opportunities. • Recommend process and system improvements across agent tools, training, workflows, and platforms such as Zendesk and Bobdesk. • Review processes and procedures to reduce friction and enhance productivity. • Assist with process mapping and documentation of current and proposed workflows. • Identify, design, and optimize agent tools to improve productivity and KPIs including FCR, NPS, and inquiry resolution. • Partner with training teams to ensure agents have required knowledge and improve learning content and structure. • Collaborate with Customer Support, Training, Operations, Product, and other departments to implement improvements. • Advocate for customer and agent experience and keep the agent perspective central in continuous improvement initiatives.

🎯 Requirements

• Minimum 3 years of experience in a Customer Support discipline. • High School Diploma or equivalent. • Strong ability to prioritize, meet deadlines, and manage changing priorities. • Excellent organizational skills and ability to manage multiple initiatives. • Demonstrated commitment to world-class customer and agent experience. • Detail-oriented with the ability to balance precision with big-picture thinking. • Self-motivated and proactive. • Ability to lift up to 30 pounds. • Prolonged periods working on a computer. • Computer literacy and comfort with technology platforms (Zendesk, Bobdesk, etc.). • Ability to work independently with shifting priorities and deadlines. • Detail-oriented and committed to accuracy in documentation and workflow mapping. • Strong organizational skills; able to juggle multiple priorities.

🏖️ Benefits

• Competitive Medical, Dental, and Vision Insurance • Generous paid time off (vacation, sick time, personal days, holidays, and your birthday!) • 401(k) Profit Sharing Plan with a generous match • Pet Insurance & employer-paid Life Insurance • Tuition reimbursement, on-demand learning, and career development pathways • Employee discount from Day 1 + exclusive partner discounts