Job Title: Customer Engagement Expert (CEE)
Reports to: Operations Supervisor
FLSA Status: Non-Exempt
Department: Messaging Services
Location: Remote (Must reside in Central Florida) with growth opportunities at our corporate headquarters in Maitland, FL
Start date: February 10th, 2025
About ActivEngage:
Founded in 2007, ActivEngage is transforming the online shopping experience by creating meaningful conversations that build trust and drive action. We are a fast-growing company on a mission to provide the most trusted live chat service to businesses globally. If you’re passionate about technology and eager to make a difference through impactful communication, ActivEngage could be the perfect fit for you!
What you’ll do as a Customer Engagement Expert (CEE):
As a Customer Engagement Expert (CEE), you’ll play a key role in delivering exceptional customer service through dynamic, real-time conversations. Your goal is to build trust and guide consumers towards making informed decisions. Our CEEs don’t rely on scripts — you’ll need to think on your feet and tailor each conversation to meet the unique needs of every customer.
You’ll receive comprehensive training to ensure you are fully equipped to excel in your role and support our customers with confidence.
Key Responsibilities:
- Engage with customers via live chat, providing timely, accurate, and personalized responses to inquiries.
- Utilize active listening and critical thinking to adapt to each customer’s needs.
- Participate in ongoing training and development opportunities to continuously improve your skills.
- Engaged in Slack, Gmail, and other communication platforms frequently throughout the day.
- Responds to any calls, emails, or other communications with management in a timely manner.
- Employees are expected to have their camera on during all virtual meetings to ensure active participation and engagement.
What You’ll Need to Succeed:
To thrive in this role, you should have the following skills and qualifications:
- Typing speed of at least 45 words per minute
- Proficiency in grammar and written communication
- Strong active listening and communication skills
- Comfortable with multitasking, including navigating multiple screens while typing
- Ability to troubleshoot basic computer and technical issues
- Energy, enthusiasm, and professionalism in all interactions
- Detail-oriented with a strong focus on delivering exceptional customer service
- Career-focused and eager to grow with the company
- Previous customer service experience is preferred
- Bilingual Fluency in written English and Spanish is a plus
- Weekend availability after initial training period
Technical requirements:
To ensure you can excel in your remote position, you'll need to meet the following technical specifications:
Desktop/Laptop PC & Peripherals
- PC or Mac running the latest operating system
- 4GB of RAM minimum. 8GB preferred
- 2x 15" monitor or larger; each with 1080p or greater resolution
- Webcam & headset with noise canceling microphone. Webcam should have at least 720p resolution with autofocus and auto white-balance for good quality video. A webcam privacy cover is highly recommended when the webcam is not in use.
- Up-to-date active virus and malware protection software and a properly configured, working firewall.
- Google Chrome browser with latest updates
- Hard-Wired Broadband internet connection. Internet connectivity needs to be stable and fast enough to support video conferencing. Proof of 10mbps download x 2mbps upload (at a minimum) speed and reliability will be required.
- At-Home work environment that prevents others from viewing information on your monitors
What We Offer:
- Competitive Pay: Starting at $14/hour with growth opportunities
- Comprehensive Training & Support: To ensure you're set up for success
- Tuition Reimbursement to support your continued education
- Paid Time Off: Accrual of 12 days in the first year, 18 days after 1 year
- Full-Time Hours with shift options to support work-life balance
- Employee Referral Program to help you earn extra income
- Medical, Dental, and Vision Benefits
- Growth Opportunities for local candidates to advance their careers
- An engaging work-from-home environment
- A fun, people-focused culture where employees are valued and supported
What You Can Look Forward to Achieving:
At ActivEngage, you’ll have the opportunity to build a fulfilling career while making a direct impact on customers’ experiences. Whether you're providing customer service, advancing into training, or exploring management, the career paths are as diverse as they are exciting.
You’ll earn a sense of pride knowing that your role directly contributes to our continued growth and success. As we support your development, you’ll have the opportunity to grow your skillset and explore new areas of the business, from customer service to management, marketing, and beyond.
Next Steps for Selected Applicants:
- Step 1: Complete an online video introduction through MyInterview.
- Step 2: Submit a screenshot of your technical setup meeting the minimum requirements. Detailed instructions will be provided.
- Step 3: Join us for a Google Meets interview with members of our hiring team. You’ll be able to demonstrate your home-office setup and technical compliance.
Our next training session begins on Monday, February 10th, 2025. The training will run for approximately 4 weeks from 11:00 AM to 8:00 PM and will be conducted remotely via Google Meets. We’re currently hiring for the following shifts, which are subject to change based on business needs:
- 11:00 AM - 8:00 PM
- 12:00 PM - 9:00 PM
Interested? Learn more about us here :https://www.youtube.com/user/activengage/featured
Why Choose ActivEngage?
At ActivEngage, we believe that conversations are more than just communication — they have the power to make a real impact and transform the world. Join us and be part of a team that’s not just meeting customer needs but exceeding them. If you're ready to make a difference and grow with us, apply today!
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.
ActivEngage is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ActivEngage promotes affirmative action for minorities, women, disabled persons, and veterans.
