Chat/Phone Support Specialist - Remote

Inktel Holdings•Orlando, FL

43d•Remote

About The Position

POSITION RESPONSIBILITIES: Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers Demonstrate high standards for quality service Work in tandem with the quality and training team to self-manage performance expectations Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development Maintain business acumen, courtesy and professionalism when dealing with all client contacts Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects Strict adherence to key performance indicators (KPI) as set by management. Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

Requirements

High school diploma or equivalent.
1-2 years Call Center Experience preferably in a live chat environment
Retail sales experience, preferably in an ecommerce environment
Excellent Data Entry skills/- 45-55 wpm minimum
Must be computer literate and internet savvy
Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)
Experienced in handling multiple chats at any given time
Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen
Professional, upbeat and engaging written communication
Excellent oral communication skills: clear diction, tone and use of proper grammar
Ability to deliver quality customer service in a high-volume environment
Ability to develop relationships with clients, even in difficult situations
Ability to advise and counsel customers in a quick and efficient manner
Ability to multitask by reading, typing, and navigating through applications while speaking with customers
Empathetic and active listening
Positive outlook and enthusiastic attitude
Conscientious team player
Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
Dependable, a history of good attendance and punctuality is essential
Proven track record of ALL of the following STRIVE values: [S]ervice [T]enacity [R]esponsibility [I]ntegrity [V]ersatility [E]ntrepreneurship

Nice To Haves

Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)

Responsibilities

Stay informed about product specifications
Maintain a positive demeanor and patience with customers
Demonstrate high standards for quality service
Work in tandem with the quality and training team to self-manage performance expectations
Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development
Maintain business acumen, courtesy and professionalism when dealing with all client contacts
Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base
Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects
Strict adherence to key performance indicators (KPI) as set by management
Strive to exceed key performance indicators (KPI) and quality goals as outlined by management