Make Money From Home: Chat Jobs from Home. No Phone Calls!

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.

The Chat Customer Service Representative is an innovative initial contact point for customers. The Chat Customer Service Representative provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The Chat Customer Service Representative will help identify process improvement recommendations that drive customer satisfaction and advocacy.

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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, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
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.
Actively participates in team meetings, shares knowledge and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
Adhere to and support all Percepta and Client ISO, Quality Systems and Q1 and initiatives.
Complete additional tasks /projects as needed.
Maintain professional working relationships.

EDUCATION

High School Diploma required. Associates degree or 2 + years college coursework completed preferred.

EXPERIENCE

1-2 years’ customer service experience, preferably in a contact center operations environment.
Additional experience in customer sales, customer service, or digital communications is a plus.

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
Strong problem solving, troubleshooting experience.
Ability to answer and complete chats in a timely manner
Ability to use a desktop computer
Typing skills – accurately type minimum 30 words per minute. Demonstrated ability to achieve tele-business goals
Experience using CRM software is preferred

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
Time management and organizational skills to efficiently organize, plan, schedule and execute tele-business activities
Willingness to take on new assignments
Reliability; follow a logical, analytical approach to business conversations and chat dialogue
High level of trust and integrity
Exercise good judgment
Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
Ability to build strong professional relationships and adapt approach to different management styles
Must be able to multi-task