Chat Support Specialist  

The Chat Support Specialist's accountabilities shall include, but are not limited to the following:

• Handle all the duties and responsibilities of the Customer Care Group.
  • Web chat
  • Email response
  • Case management
• Answer and input all pertinent information for Customer Feedback in the Customer Feedback Management software system whenever applicable.
• Demonstrate chat taking proficiencies (direct questioning to understand issues timely / clarity in response to provide understanding etc).
  • An in-depth product knowledge of our services and other "soft" skills necessary to handle chats, emails and calls where a customer may be upset.
• Ensure a customer friendly, service oriented attitude.
• Answer and move conversations as needed to an alternative channel for resolution.
• Ensure reports and chat responses are accurate and completed in a timely manner.
• Report to assigned team meetings and/or training sessions as needed.
• Perform other duties as needed.

• At least 1 year work experience in customer service or customer support, preferably in a service industry and/or call center.
• Chat experience is a plus.
• Web navigation skills.
• Exceptional English communication skills.
• Knowledgeable of proper written and telephone etiquette.
• Ability to type 30 words per minute, experience with 10 key.
• Ability to multitask.
• Ability to work in a fast paced environment and adhere to scheduling.
• Ability to be detailed, accurate, and thorough.
• Must be a team player.
• Familiarity with:
  • Microsoft Word
  • Internet
  • Email
  • Web Chat process