What are the responsibilities and job description for the Remote Live Chat Customer Support position at Tampa Bay Watch?
Overview
The Remote Live Chat Customer Support position is a vital role in ensuring customer satisfaction and retention for our organization. This role involves directly engaging with customers via chat platforms to address inquiries, resolve issues, and provide information about products and services. As the first point of contact for many clients, the Live Chat Customer Support Agent must embody the company's values through their interactions, effectively representing the brand while fostering positive relationships. Strong written communication skills are essential, as support will be primarily delivered through text-based conversations. The ideal candidate will be adept at navigating multiple software platforms, possess an extensive understanding of the company’s products, and maintain a professional demeanor in fast-paced environments. With an emphasis on swift resolution times and quality service, the Remote Live Chat Customer Support Agent plays a crucial role in driving customer loyalty and contributing to overall organizational success.
Key Responsibilities
- Respond promptly to customer inquiries via live chat.
- Provide accurate information regarding products and services.
- Identify and troubleshoot customer issues effectively.
- Maintain a positive, empathetic, and professional attitude.
- Utilize company knowledge base to assist customers.
- Manage multiple chat conversations simultaneously.
- Document interactions and customer feedback in the CRM.
- Escalate complex issues to appropriate departments.
- Follow up on unresolved queries to ensure customer satisfaction.
- Actively participate in training sessions and team meetings.
- Stay updated on product changes and service enhancements.
- Collect and report customer feedback for service improvement.
- Help maintain chat platform efficiency and performance.
- Work collaboratively with team members to enhance service delivery.
- Utilize performance metrics to improve personal efficiency.
Required Qualifications
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Proven experience in customer support or related role.
- Excellent written communication skills.
- Ability to multitask and manage time effectively.
- Familiarity with live chat software and CRM tools.
- Strong problem-solving skills with attention to detail.
- Ability to work independently with minimal supervision.
- Proficiency in Microsoft Office Suite and Google Workspace.
- Knowledge of customer service best practices.
- Ability to learn product and service details quickly.
- Strong interpersonal skills.
- Capacity to handle high-pressure situations.
- Experience in a remote work environment preferred.
- Flexibility to work various shifts, including evenings and weekends.
- A commitment to providing excellent service and support.
- Preferably bilingual in English and another language (Spanish, French, etc.).
Salary : $18 - $24