What are the responsibilities and job description for the Online Chat Representative position at KMP Plumbing LLC?
At KMP Corp, we are committed to delivering exceptional customer service and creating positive experiences for our clients. As a leading provider of [products/services], we understand the importance of providing efficient, personalized support to our customers. We are looking for a dedicated Online Chat Representative (WFH) to join our team and assist customers with their inquiries and issues in a fast-paced online environment.
Position Overview:
As an Online Chat Representative (WFH) at KMP Corp, you will be responsible for assisting customers in real-time via live chat, helping to resolve inquiries, provide product information, and troubleshoot any issues they may face. This remote position requires strong communication skills, attention to detail, and the ability to manage multiple chats at once while delivering excellent customer service.
Key Responsibilities:
- Customer Interaction: Respond to customer inquiries in real time through live chat, providing helpful, clear, and professional support.
- Issue Resolution: Troubleshoot customer issues and provide effective solutions, guiding customers step-by-step through any problems they encounter.
- Product Knowledge: Stay updated on product details, services, and policies to provide accurate and relevant information to customers.
- Multitasking: Manage multiple chat conversations simultaneously, ensuring prompt and effective responses to each customer.
- Documentation: Accurately record and document customer interactions, feedback, and issues in the CRM system for future reference.
- Customer Satisfaction: Strive to ensure all customers have a positive experience by addressing their concerns quickly and professionally.
- Team Collaboration: Work closely with the customer support team to share insights, resolve complex issues, and improve overall service quality.
- Escalation: Identify when an issue needs to be escalated to a supervisor or other departments for resolution.
Qualifications:
- Education: High school diploma or equivalent required; a degree in communications, business, or a related field is a plus.
- Experience: Previous experience in customer service, especially in a chat or support role, is preferred but not required.
- Skills:
- Excellent written communication skills with a professional tone.
- Ability to handle multiple conversations at once in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Comfortable using live chat tools, CRM systems, and other customer service platforms.
- Ability to learn quickly and stay updated on product knowledge.
- Attributes:
- Friendly, empathetic, and customer-focused approach.
- Ability to stay calm under pressure and manage difficult or escalated situations.
- Highly organized and able to manage time effectively.
- Self-motivated, independent, and comfortable working remotely.
Benefits:
- Competitive salary and benefits package
- [List specific benefits, e.g., health insurance, paid time off, retirement plans]
- Work from home flexibility
- Opportunities for career growth and development
- A supportive and dynamic team environment
