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
