Agent

• Deliver cross-functional support across DIY, Assisted, and Retail lines of business through phone, chat, email, and social channels
• Apply broad product and service knowledge to minimize transfers and ensure seamless client experiences
• Independently manage and resolve moderately complex and Tier-2 escalations, including complaints and product defects
• Identify patterns and root causes and coordinate with support teams as needed
• Communicate proactively with clients throughout the case lifecycle
• Provide status updates, complete follow-ups, and ensure timely case closure
• Use knowledge bases and internal systems to research, resolve, and accurately document client issues
• Apply retention strategies to strengthen relationships, reduce churn, and promote loyalty
• Conduct outbound satisfaction checks, follow-ups, and targeted retention or engagement campaigns
• Participate in training, mentor new associates, contribute to process improvements, and provide feedback on knowledge base content and cross-functional workflows
• Adhere to performance, quality, and compliance standards while using contact-center systems, tools, and documentation protocols

Agent jobs in Missouri

Universal Agent