Contact Center LEAD - TECH Support

Contact Center Lead - Tech Support

Micro Center is the nation's leading computer and electronic device big box retailer! Our technology superstore has an industry-leading 40,000+ selection of premier computer products and the most knowledgeable staff in the business. Passion, Energy & Commitment describe life at Micro Center. We are passionate about customer service and developing long-term customer relationships. We are looking for those who are committed to these same values.

We are currently seeking a self-motivated, results-oriented CONTACT CENTER LEAD. It is Micro Center's core promise to take care of our associates and customers which has led to our success over the last 40+ years!

Major Responsibilities:

• Deliver outstanding customer service by providing after-sales support through addressing incoming calls, chats, texts, and e-mails from customers needing assistance with their purchased products.
• Provide real time floor management as assigned and supervise the call center environment in the absence of the supervisor with the appropriate sense of urgency and prioritization.
• Support representative growth and development through assisting in delivering training & coaching and providing feedback. Additionally, address questions from representatives regarding product, policy, or procedures to assist customers.
• Handle escalated customer issues.
• Communicate as necessary with retail store representatives to ensure satisfaction in a timely manner.
• Document problems and solutions for use in internal databases and external customer support websites. Accurately document all customer contacts and enter in the appropriate database.
• Stay current with product knowledge and industry trends; attend seminars & training as required.
• Develop and maintain effective working relationships to assure teamwork.
• Advise customers of various support services to include Priority Care.
• Perform other duties as assigned by management.

Education & Experience:

• High School diploma or technical degree with 1-year related experience in a customer service or technical role is mandatory. Industry-related certification is a plus.
• Professional demeanor required along with advanced technical aptitude and understanding of computer hardware, software, networking, and general electronics. Proficient typing skills needed.
• Excellent written and verbal communication and organizational skills with the ability to multitask and remain detail-oriented.
• Understands and promotes excellent customer service and can convey sincere interest and concern towards customers.
• Ability to handle objections and maintain a positive attitude and composure with disgruntled customers.
• Strong problem-solving skills with an ability to make timely decisions based on learned knowledge and available information.

Micro Center Offers Exceptional Benefits:

• Medical, Dental and Vision Benefits Coverage for Regular Full-Time Associates
• Employee Discount that includes a Friends & Family Discount Program
• Tuition Reimbursement & Education Discounts
• Paid Time Off for Regular Associates
• 401K Plan with Company Match
• Esteemed Vendor & Company Job Training
• Career Advancement Opportunities

Our Growth Opportunities:

At Micro Center, we empower our employees to set their sights high and blaze their own trails. This is a place where your future success and growth are truly a result of your own efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Join our team and see how hard work, loyalty, competitive spirit and unwavering commitment to the customer can take you and your career to new places.

Micro Center is an Equal Opportunity Employer.