Our ideal candidate is a strong communicator with a heart to serve customers. Previous experience in a call center/live chat position. Ability to type 35+ WPM with 80% accuracy and handle multiple inbound chats with a high level of accuracy and attention to detail. Must be able to work a flexible schedule to be available during peak chat hours. WORKING HOURS ARE 8:30am-5pm or 9am-5:30pm EST.
The Customer Care Chat Specialist is responsible for having dynamic conversations with our customers/members. Conversations are NOT SCRIPTED. Therefore, the ability to multitask, improvise, and type quickly is a must. The role requires strong customer service, website navigation, communication, and decision-making skills. This is a fast-paced environment requiring attention to details and providing options.
Responsibilities
Maximize customer satisfaction through timely and accurate resolution of customer
inquiries/issues.
Research, resolve, and respond to end-user issues/problems received via email, telephone, live chat, and service tickets.
Prioritize, answer, and implement creative solutions for Snappy Kraken members.
Respond to email messages and answer calls from customers seeking help.
Ask clarifying questions to determine the nature of the problem and to be able to provide a solution.
Responsible for having extensive product and industry workflow knowledge.
Walk customers through problem-solving processes and consult on workflow best practices
Follow up with customers to ensure issues or instructions are completed. Log call/issue information for record keeping in CRM and Intercom.
Meet and maintain productivity goals and expected satisfaction rating from customers.
Follow existing processes to document and report issues/feedback.
Identify areas to enhance existing processes and workflows.
Foster a collaborative environment where customers feel cared for, respected and heard.
Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training.
Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis.
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
Other duties as assigned
Core Competencies Needed for Success in the Role
Outstanding customer focus skills
Outstanding communication skills
Outstanding technical and functional skills
Outstanding data gathering and analysis
Outstanding interpersonal skills
Outstanding adaptability and stress tolerance; ability to shift between projects/tasks to keep up with workload
Highly self motivated and directed, with attention to detail
Qualifications
2+ years of experience in providing customer service in a SaaS environment
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Methodically resolve the more difficult and complex production issues reported by customers and partners
Must be able to work in a fast paced environment
Excellence in written and verbal communication, as well as strong listening skills
Technology and functional troubleshooting experience
Experience working remotely
Possesses strong customer relation skills
Ability to handle multiple priorities
Work collaboratively with other departments (e.g. Development, Product, Sales)