Chat Customer Service Representative
The Chat Customer Service Representative must possess the skills to answer inbound chats, emails, social media, and/or correspondence from customers and properly address inquiries.
The Chat Customer Service Representative will deliver and foster a premier level of service for customers based on trust and respect. The Chat Customer Service Representative must have a genuine passion for assisting customers and handling their concerns/inquiries with a high degree of care and competence.
RESPONSIBILITIES
Ability to maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information including:
Accurately respond to customer inquiries through instant messaging software
Utilize available resources to respond to customer inquiries.
Corresponds with customers via mail, if working the Correspondence contact stream as needed.
Outbound phone calls to customers and dealerships on occasion.
Researches and determines appropriate actions based on policies, procedures, dealer/region feedback and job aids.
Responsible for meeting all personal performance objectives including customer satisfaction, efficiency, and quality.
Takes personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
Remains knowledgeable and current with all policies, procedures, processes, and changes.
Continuously improves customer handling skills, process knowledge, and company and product information.
Participates in coaching and training opportunities, retaining and applying learning.
Adhere to and support all ET Solar and Client ISO, Quality Systems and Q1 and initiatives.
Complete additional tasks /projects as needed.
EDUCATION
High School Diploma required. Associates degree or 2 + years college coursework
EXPERIENCE
1-2 years' customer service experience, preferably in a contact center operations environment.
COMPETENCIES
Excellent written communication skills.
Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions
Dynamic and engaging written communication style
Excellent interpersonal and business communications - verbal and written
Excellent customer service ability; use questioning skills to easily explore customer needs and concerns.
Ability to answer and complete chats in a timely manner
Ability to use a desktop computer
SKILLS
Must possess excellent decision making and problem solving skills
Ability to maneuver through various systems to provide the customer accurate information
Displays professionalism and positive attitude to develop and nurture prospect relationships
Ability to effectively communicate with customers, managers and co-workers
Demonstrate self-motivation and results-orientation.
About the recuiterMember since May 20, 2018 Don Hickey
from Tatarstan, Russia