The Agent Experience team is built to provide world class service to Field Agent App users (Agents). The primary focus is on increasing Agent Satisfaction which will lead to higher data quality, stronger revenues, Client Satisfaction, and more. This team works cross-functionally with other teams to ensure clarity and unity internally and with our Agents and Clients. As an Agent Experience Ambassador, you will serve alongside the broader Agent Experience Team by responding to Agent communication through the help desk.
This is a part-time, hourly position.
RESPONSIBILITIES
* Provide best-in-class service and hospitality for Agents in the Field
* Monitor and resolve Agent communications that come into the help desk platform (Zendesk)
* Respond to Agent chat, text, and phone requests via Zendesk (as needed)
* Engage in cross-functional incident management and feedback loops
* Troubleshoot potential App or Project errors and issues cross-functionally, escalating items as needed to ensure timely resolution
* Practice empathy and servant leadership with all communication
* Serve as subject matter expert on Field Agent support systems and processes to assist the broader team
* Deliver with excellence in all team and Agent communications and interactions
QUALITIES FOR SUCCESS
* Ability to manage multiple projects at once
* Strong business-writing and communication skills
* Desire to problem solve and serve others
* Enjoys a balance of collaborative and independent work
* Ability to ensure quality work in a fast-paced environment
* Prior experience with Field Agent, Inc. preferred
* Prior customer service experience or experience within retail strongly preferred
HOURS OF OPERATION
* 8:00am - 6:00pm Monday through Friday, 12:00pm - 5:00pm Saturday
* Shifts are scheduled within the hours of operation
REPORTS TO
Senior Director of Agent Experience
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