Helm Chat Specialist
Percepta
Date: 7 hours ago
City: Cainta
Contract type: Full time
Summary
The Chat Specialist is responsible for providing prompt, courteous and accurate information to customer inquiries via Chat/Phone in placing orders for multiple programs supported by the Helm Client. This could include both Retail and Dealer Support.
Responsibilities
The Chat Specialist is responsible for providing prompt, courteous and accurate information to customer inquiries via Chat/Phone in placing orders for multiple programs supported by the Helm Client. This could include both Retail and Dealer Support.
Responsibilities
- Perform all responsibilities with consistent reliability.
- Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
- Accurately respond to customer inquiries.
- Document customer contacts.
- Provide on-line support for applications.
- Utilize available resources to respond to external customer inquiries.
- Offer product alternatives.
- Escalate calls/chats.
- Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
- Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
- Adhere to and support all Percepta and client initiatives and company policies and procedures.
- Take on additional responsibilities and projects as needed.
- Participate in coaching and training opportunities, retaining and applying learning
- Maintain professional working relationships
- Complete additional tasks / projects as needed
- High School Diploma required. College degree preferred.
- 1+ years’ previous contact center experience.
- At least 1 year of digital communication experience providing customer support in both chat and email channels
- Experience using CRM software is preferred
- Comfortable and confident with a passion for delivering customer solutions through digital platforms
- Passionate about digital channels and their capabilities within a business context
- Showcases the program’s values when supporting consumers and internal colleagues
- Ability to communicate clearly and correctly, both in writing and speaking, and respond effectively to follow-up questions
- Excellent interpersonal and business communications - verbal and written
- Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
- Ability to answer and complete multiple chats in a timely manner
- Ability to effectively navigate a desktop computer and utilize many software platforms at one time
- Ability to maneuver through various systems to provide the customer accurate information
- Excellent decision making, trouble-shooting, and problem-solving skills
- Excellent written communication skills, with dynamic and engaging written communication style
- Must be able to efficiently multi-task with effective time management and organizational skills
- Displays professionalism and positive attitude to develop and nurture prospect relationships
- Ability to effectively communicate with customers, managers and co-workers, and follow a logical, analytical approach to business conversations and chat dialogue
- Demonstrate self-motivation and results-orientation
- Willingness to take on new assignments
- High level of trust and integrity, and exercise sound judgment
- Ability to identify the most suitable communication channel with the customer and then guide the customer towards the most effective channel (e.g from chat to voice)
- Ability to work well within a team environment, self-sufficient, resourceful, and works well with minimal supervision
- Hours of operation Monday through Friday, 8:00 am – 7:00 pm.
- Must be available to work any shifts during business hours. Shifts can change based on business need.
- Ability to work in an @home work environment
- Employee will agree to computer and ISP test requirements
- Have a designated space to handle work responsibilities without any outside interference or distraction
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