ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer requests and questions via our live chat software program
• Become familiar with our client products and procedures and respond to requests quickly using our searchable FAQ and other directories
• Communicate with other Live Agents, managers, and team members, attend weekly virtual conferences and daily virtual meetings
• Create summaries of problems or other issues that require escalation. Prepare summaries using MS Word and upload to our ticket system.
• Provide professional customer service and problem solving by responding to all emails and/or Chat, customers, coworkers and other departments; as well as demonstrate customer obsession resulting in the ability to meet and exceed consumer needs.
• Follow up via email with all customers 
• Read and review daily summaries, product updates and other information from corporate
• Other duties as assigned

POSITION REQUIREMENTS:

• High School diploma or equivalent, advanced education strongly preferred
• Minimum 1-2 years customer service experience required, consumer engagement center experience a plus (Written or email customer service preferred)
• Or equivalent combination of education and experience
• Varied shift-Monday through Friday, from 11:30am – 8:00pm

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Stellar attendance and punctuality are a must
• Dynamic and engaging communication skills, both written and verbal; must be able to understand written and verbal instructions in English as well as demonstrate proficient online writing/typing skills (45+ wpm)
• Excellent reading comprehension abilities with the insight to quickly and easily read others through written cues; as well as problem solving and interpersonal communication skills; ability to engage customer to identify root cause(s)
• Solid knowledge of Microsoft Word and Excel
• Exceptional sense of urgency toward resolution of customer questions/issues with the passion to exceed customer expectations and delight the customer on a consistent basis
• Ability to receive and implement ongoing feedback / coaching
• Be an active listener who can show empathy and patience in a non-scripted environment
• Learn and strive to gain new knowledge about product and service changes
• Capable of setting priorities, meeting predetermined deadlines and multitasking. 
• Strong initiative and proactive mindset