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:

ervice

enacity

esponsibility

ntegrity

ersatility

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)