Online Services Representative
We currently have an exciting opportunity
for a Chatter who is responsible for trouble-shooting and following up on
customer issues while building quality working relationships with all levels of
store staff and management. This individual will exercise considerable judgment
and discretion in safeguarding company and customer information by following
established policies and procedures.
Key Accountabilities:
• Receive and respond to incoming chats, emails and calls in a
timely and professional manner
• Document customer interactions by maintaining accurate notes in the
Customer Relationship Management (CRM) system, ensuring customer history
database integrity
• Respond rapidly in a challenging, fast-paced environment where new
variables are constantly emerging, and business processes are frequently
changing
• Make decisions based on customer satisfaction and company profitability
• Escalate unresolved or complex issues to the appropriate member of
management
• Maintain up to date product knowledge
• Additional duties as assigned
Skills, Abilities, Experience &
Qualifications
• High school diploma or equivalent required
• CRM experience a plus
• Previous call center or online customer service experience preferred
• Ability to type 35+ words per minute (WPM)
• Proficient use of Microsoft Office programs, including Windows, Excel,
Word, and Outlook
• Deliver outstanding and continuous customer service
• Excellent interpersonal, verbal, and written communication skills, with
the ability to utilize correct grammar in chats and emails
• Consistently exemplify professionalism, positive attitude, listen
attentively, and demonstrate empathy to all customer and store employees
• Ability to work well under pressure with strict deadlines
• Strong ability to multi-task, focus, and adapt easily to switching
assignments and priorities
• Self-motivated with the ability to learn quickly
• Good problem solving and follow up skills
• Ability to work well in a team environment
• Houston, Texas area resident
• Authorized to work for any employer in the United States
• Ability to pass a thorough background check
Work Environment, Physical
& Mental Demands
• Ability to sit and work at a computer keyboard for
extended periods of time
• Ability to stoop, kneel, bend at the waist, and reach on a daily basis
• Able to lift and move up to 25 pounds occasionally
• Must utilize visual acuity, speech and hearing, hand and eye
coordination and manual dexterity necessary to operate a computer and office
equipment
• Regular and on-time attendance
• Ability to work at least 40 hours per week from the Company’s Houston,
Texas corporate office with flexibility based on project needs
Note: To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed are representative
of the knowledge, skill, and/or ability required and are not intended to be an
exhaustive list of all duties, responsibilities or qualifications associated
with this job.