Agent - Sales Live Chat

PODS•South Highpoint, FL

About The Position

Chat is a function of the sales process. The customer elects to conduct their initial sales encounter via an online web-based conversation. Live Chat agents would use the Consultative Sales technique to offer value and benefits of PODS services proactively. Chat agents are responsible for engaging online customers in real time to field and answer questions while demonstrating the ability to provide a seamless moving experience. The live chat agent will handle inbound chats and emails focused on answering sales related questions and occasionally, service related questions. The Sale Live Chat agent will handle concurrent chat sessions to assist with answering general questions to improve customer satisfaction and increase conversion.

Requirements

High School Diploma or equivalent
1 – 3 yrs experience
Strong phone, verbal, and mediated communication skills
Able to make decision quickly and accurately
Knowledge of office procedures, workflow and work simplification procedures
Must pass Skill Assessment Tests for Typing, Grammar, Spelling and Multi-Tasking
Type minimum 55 wpm with 90% accuracy
Able to communicate well through mediated communication/ typed or digital conversation.
Possess math skills sufficient to perform required duties
Or an equivalent combination of education, training or experience

Responsibilities

Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program with a focus on communication through the written word
Multi-task; handle multiple chats at a time and seek multiple pieces of information while maintaining fluid conversations
Address customer needs from the initial delivery to the scheduling of final pick up of containers
Use the appropriate disposition on any accounts that are viewed and assisted during the quote process
Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customers’ containers
One chat resolution; ability to assess a situation, identify root cause and proceed with appropriate action to resolve the matter at hand
Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved
Maintain a five-second chat response time
Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards
Active comprehension skills to provide accurate responses to assist in streamlining the web experience for our customers
Maintain focus on the customer and conversation
Receive critiques and instruction and incorporate feedback to improve performance
Offer assistance to others when needed, acting responsibly in daily activities
May perform other duties and responsibilities as assigned
Execute Consultative Sales to identify the customer’s needs providing the appropriate features, advantages, and benefits of the PODS product and services to close the sale.
Meet or exceed sales quotas and KPI’s targets set forth by management including, but not limited to Sales Conversion, Adherence, AHT, Quality, and CSAT.
Capture all data elements required for the sale while performing DAPS to ensure customers understand services offered and agreed upon details of their order.