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)


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