Chat Specialist

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

· Perform all responsibilities with consistent reliability.

· Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:

o Accurately respond to customer inquiries.

o Document customer contacts.

o Provide on-line support for applications.

o Utilize available resources to respond to external customer inquiries.

o Offer product alternatives.

o 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

Education

· High School Diploma required. College degree preferred.

Experience

· 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

Competencies

· 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

Skills

· 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

Other

· 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