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Chat/Phone Support Specialist - Remote
Job descriptionPOSITION RESPONSIBILITIES :Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customersDemonstrate high standards for quality serviceWork in tandem with the quality and training team to self-manage performance expectationsMaintain an open communication line with Team Lead / Quality Advocate / the Trainer and the manager for support and personal developmentMaintain business acumen, courtesy and professionalism when dealing with all client contactsUtilize existing email communication templates for client interactions housed in the Call Center Knowledge BaseMaintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriatelyBe punctual to work and adhere to all schedules and deadlines both scheduled and special projectsStrict adherence to key performance indicators (KPI) as set by management.Strive to exceed key performance indicators (KPI) and quality goals as outlined by managementQUALIFICATIONS :High school diploma or equivalent.1-2 years Call Center Experience preferably in a live chat environmentRetail sales experience, preferably in an ecommerce environmentExcellent Data Entry skills / - 45-55 wpm minimumMust be computer literate and internet savvyExperience in windows-based applications, specifically client relationship management tools preferred (e.g.Salesforce)Experienced in handling multiple chats at any given timeExceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumenProfessional, upbeat and engaging written communicationExcellent oral communication skills :clear diction, tone and use of proper grammarAbility to deliver quality customer service in a high-volume environmentAbility to develop relationships with clients, even in difficult situationsAbility to advise and counsel customers in a quick and efficient mannerAbility to multitask by reading, typing, and navigating through applications while speaking with customersEmpathetic and active listeningPositive outlook and enthusiastic attitudeConscientious team playerMust be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be requiredDependable, a history of good attendance and punctuality is essentialProven track record of ALL of the following STRIVE values : S ervice T enacity R esponsibility I ntegrity V ersatility E ntrepreneurshipSalary & Benefits :The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short / long term disability, life insurance, personal time off, educational assistance, and a 401K plan.WORK FROM HOME TECHNOLOGY REQUIREMENTS :Minimum PC RequirementsCPU SpeedDual Core 1.2 GHz or betterIntel Core i3 or AMD Ryzen 3 or betterHard Drive40 GB or more of available space100 GB or more of total spaceMemory8 GB or RAM or better is preferableOperating SystemWindows 10 Professional (No Macs or Chromebooks)Information on how to upgrade to Windows 10 Professional can be found here :Two (2) available USB 2.0 or greater portsMinimum Monitor and Accessory RequirementsMonitor1280 x 1024 (SXGA) screen resolution1920 x 1080 (Full HD or 1080p)USB Headset with MicrophoneJPL TT3 Evo Binaural Headset (Headband Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute functionCameraIntegrated or USB CameraDual monitors may be required on some client programsMinimum Software RequirementsGoogle ChromeLatest version of Google Chrome for WindowsCertain client programs may require specific versions of Microsoft Internet ExplorerMinimum Internet Connectivity RequirementsStandard Connection / SpeedHard-wired connection (no wireless)Minimum 45 Mpbs download / Minimum 10 Mpbs uploadInternet connection must not be shared with more than 3 devices in the same locationMaximum Latency Threshold120 milliseconds (ms)Equal Opportunity Employer / Protected Veterans / Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor..
