Chat Support Specialist

Morris-Jenkins•Charlotte, NC

17d•$19 - $20

About The Position

Do you tend to have multiple texts, emails, and Facebook conversations going at once? Love helping people but prefer digital communication? We’ve got just the position for you! How would you like to be our new Chat Support Specialist? Your Role As an Chat Support Specialist: You’ll support customers who need help. Whether they text, email, or live chat, you’ll be the hero to let them know help is on the way! You’ll educate customers. You’re gonna learn about some awesome products and services we have. You have an important role in getting this information to our customers so they can make informed decisions about things that could really help their homes! You’ll engage with customers online. When customers post reviews online, you’ll connect with them. This helps them feel truly heard, and it helps make sure we’re staying true to our reputation as a trusted company! You’ll process customer requests. When a customer needs service, you’ll log details by using our tracking software for any jobs and changes. You’ll partner with other departments. Customer service is a team effort, and each department has its role. When we all work together, each customer gets the best experience possible! Other Highlights of the Job You can be yourself! We don’t give you scripts for how you should message customers back. One of the perks of having REAL people answering online messages for us is that customers get to experience genuine connection with someone who wants to help. Your uniqueness is what we love! We’re open from 6am-midnight, 7 days a week. HVAC, plumbing, and electrical aren’t just about comfort, they’re about safety, too! When people text or message us for help with their homes, you’ll be that first point of contact that lets them know they’re in the right hands. You’ll be making a huge difference in your community every day! You will be in training from 8:00AM-4:30PM Monday-Friday. Once you are out of training, you will work from 11:30am-10:00pm, four days a week! You'll rotate weekends, so some weeks you'll work weekends, and some weeks you won't . You'll always know your schedule in advance! Start at $19/hr during training, then move up to $20/hr once you're on your shift, with the potential to earn up to an additional $15,000 a year in bonuses!

Requirements

High School Diploma or GED
1 year of experience with sales and/or customer support via digital correspondence
Excellent written & verbal communication skills fluently in the English language
Ability to write and communicate concisely, yet persuasively
Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
Strong multi-tasking skills with the ability to assist multiple customers at a time
Able to think quickly, as well as anticipate & solve problems effectively
Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
Proficient skills in Microsoft Office applications including Word, Excel, and PowerPoint
Keyboard typing proficiency a minimum of 50 WPM
Alignment & commitment to company values (honesty, integrity, fairness, and respect)

Nice To Haves

Bachelor’s degree in related field, such as Business Admin., Marketing, Public Relations, etc.
3+ years of experience in sales and/or customer support via digital correspondence
Prior experience in marketing
Service Titan Experience

Responsibilities

You’ll support customers who need help. Whether they text, email, or live chat, you’ll be the hero to let them know help is on the way!
You’ll educate customers. You’re gonna learn about some awesome products and services we have. You have an important role in getting this information to our customers so they can make informed decisions about things that could really help their homes!
You’ll engage with customers online. When customers post reviews online, you’ll connect with them. This helps them feel truly heard, and it helps make sure we’re staying true to our reputation as a trusted company!
You’ll process customer requests. When a customer needs service, you’ll log details by using our tracking software for any jobs and changes.
You’ll partner with other departments. Customer service is a team effort, and each department has its role. When we all work together, each customer gets the best experience possible!

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