Chat/Phone Support Specialist - Remote

Job description

POSITION RESPONSIBILITIES:

• Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers
• Demonstrate high standards for quality service
• Work in tandem with the quality and training team to self-manage performance expectations
• Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development
• Maintain business acumen, courtesy and professionalism when dealing with all client contacts
• Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base
• Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
• Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects
• Strict adherence to key performance indicators (KPI) as set by management.
• Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

QUALIFICATIONS:

• High school diploma or equivalent.
• 1-2 years Call Center Experience preferably in a live chat environment
• Retail sales experience, preferably in an ecommerce environment
• Excellent Data Entry skills/- 45-55 wpm minimum
• Must be computer literate and internet savvy
• Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)
• Experienced in handling multiple chats at any given time
• Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen
• Professional, upbeat and engaging written communication
• Excellent oral communication skills: clear diction, tone and use of proper grammar
• Ability to deliver quality customer service in a high-volume environment
• Ability to develop relationships with clients, even in difficult situations
• Ability to advise and counsel customers in a quick and efficient manner
• Ability to multitask by reading, typing, and navigating through applications while speaking with customers
• Empathetic and active listening
• Positive outlook and enthusiastic attitude
• Conscientious team player
• Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
• Dependable, a history of good attendance and punctuality is essential

Proven track record of ALL of the following STRIVE values:

• [S]ervice
• [T]enacity
• [R]esponsibility
• [I]ntegrity
• [V]ersatility
• [E]ntrepreneurship

Salary & Benefits:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

WORK FROM HOME TECHNOLOGY REQUIREMENTS:

Minimum PC Requirements

CPU Speed

• Dual Core 1.2 GHz or better
• Intel Core i3 or AMD Ryzen 3 or better

Hard Drive

• 40 GB or more of available space
• 100 GB or more of total space

Memory

• 8 GB or RAM or better is preferable

Operating System

• Windows 10 Professional (No Macs or Chromebooks)
• Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro
• Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements

Monitor*

• 1280 x 1024 (SXGA) screen resolution
• 1920 x 1080 (Full HD or 1080p)

USB Headset with Microphone

• JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function

Camera

• Integrated or USB Camera
• Dual monitors may be required on some client programs

Minimum Software Requirements

Google Chrome

• Latest version of Google Chrome for Windows

Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements

Standard Connection / Speed

• Hard-wired connection (no wireless)
• Minimum 45 Mpbs download / Minimum 10 Mpbs upload
• Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

• 120 milliseconds (ms)