What are the responsibilities and job description for the Online Chat Representative position at Jarrard, Nowell and Russell, LLC?
Job Description
Job Summary:
As an Online Chat Representative, you will be the primary point of contact for customers seeking assistance with products or services via live chat. You will provide timely, accurate, and helpful responses to customer inquiries, resolving issues and promoting customer satisfaction.
Responsibilities:
Teamwork and accountability are characteristics we rely on heavily during our day-to-day operations. Our firm partners continuously make themselves accessible to staff for mentoring and advising to foster a collaborative environment. We believe that when you have a team of motivated people that are bought into what you're doing, it tends to lead to happier clients and a better working climate.
Teamwork and accountability are characteristics we rely on heavily during our day-to-day operations. Our firm partners continuously make themselves accessible to staff for mentoring and advising to foster a collaborative environment. We believe that when you have a team of motivated people that are bought into what you're doing, it tends to lead to happier clients and a better working climate.
Job Summary:
As an Online Chat Representative, you will be the primary point of contact for customers seeking assistance with products or services via live chat. You will provide timely, accurate, and helpful responses to customer inquiries, resolving issues and promoting customer satisfaction.
Responsibilities:
- Respond to customer inquiries via live chat in a timely and professional manner.
- Provide accurate and helpful information to customers regarding products or services.
- Troubleshoot and resolve customer issues in a courteous and empathetic manner.
- Utilize knowledge base articles, FAQs, and other resources to provide informed responses.
- Escalate complex issues to senior representatives or other departments as necessary.
- Maintain a high level of product knowledge and stay up-to-date on new products, services, and promotions.
- Participate in ongoing training and coaching to improve skills and performance.
- Meet or exceed performance metrics, including first contact resolution, customer satisfaction, and chat response time.
- Collaborate with other teams, such as sales and technical support, to provide seamless customer experiences.
- Document customer interactions and issues in a CRM or ticketing system.
- Provide feedback and suggestions for improving processes, products, and services.
- Maintain a positive and professional attitude, even in challenging situations.
- High school diploma or equivalent required; associate's or bachelor's degree preferred.
- 1 year of experience in customer service, preferably in a live chat or call center environment.
- Excellent communication, typing, and problem-solving skills.
- Ability to work in a fast-paced environment and handle multiple chats simultaneously.
- Strong product knowledge and ability to learn new products and services quickly.
- Proficiency in CRM software, ticketing systems, and other customer service tools.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- High-speed internet connection and quiet workspace for remote work.
- Flexible scheduling, including part-time or full-time hours.
- Ongoing training and coaching to support professional development.
- Opportunities for career advancement and growth within the company.
- First Contact Resolution (FCR) rate
- Customer Satisfaction (CSAT) score
- Chat Response Time (CRT)
- Average Handling Time (AHT)
Teamwork and accountability are characteristics we rely on heavily during our day-to-day operations. Our firm partners continuously make themselves accessible to staff for mentoring and advising to foster a collaborative environment. We believe that when you have a team of motivated people that are bought into what you're doing, it tends to lead to happier clients and a better working climate.
Teamwork and accountability are characteristics we rely on heavily during our day-to-day operations. Our firm partners continuously make themselves accessible to staff for mentoring and advising to foster a collaborative environment. We believe that when you have a team of motivated people that are bought into what you're doing, it tends to lead to happier clients and a better working climate.