Position Description

NTI Generic Application
Job Code GEN-APP-001
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Contact Center Agent


Essential Duties and Responsibilities:

  • Answering incoming telephone calls from customers and employees regarding general store information, price and product availability.
  • Resolving and documenting customer complaints.


Minimum Requirements:

  • Pass a background investigation that includes a criminal investigation and a credit check.
  • High School Diploma or GED.
  • Previous customer service experience required.
  • Ability to carry out clear directives and follow company procedures.
  • Polite, professional, friendly and upbeat phone demeanor.
  • Computer skills including navigating the Microsoft operating systems and Internet as well as word processing. 
  • Ability to multitask and navigate (or maneuver) multiple computer screens and programs at the same time.


Preferred Requirements:

  • Experience using Microsoft Outlook.
  • Previous call center experience (Transferring, Order Taking, Inbound Customer Service). 


Special Position Requirements:

  • All employees work 5 days per week.
  • Minimum of 25-28 Hours per Week (Option to Work 30-40 Hours per Week).
  • No time off will be granted during the first 90 days of employment (including the training and nesting period).
  • Training Schedule: Mon-Fri: 9am through 4pm EST for two weeks. (10 days).


Home Office Requirements:

  • Windows 8.1, or 10 without widgets, toolbars or background programs that could impact system performance.
  • Computer must have minimum specifications of 2 GHz Processing Speed, 8GB RAM and 100 GB of free hard drive space.
  • Up-to-date antivirus software
  • 17" Monitor or Larger (19" is Recommended). A dual-monitor setup is preferred, but not required.
  • Reliable DSL, Cable or FiOS Internet with a minimum download speed of 5 Mbps, 1 Mbps upload speed.  Wi-Fi hotspots, dial-up and satellite Internet connections are not accepted.