Contact Center Agent – Digital Support (Chat, Email, SMS)
About The Position
Job Description Overview: The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS. This role emphasizes written communication, multitasking, and delivering accurate, timely responses across multiple platforms. Key Responsibilities: Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy. Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns. Manage multiple conversations simultaneously while maintaining quality and accuracy. Document all interactions in the case management system and follow up on outstanding issues. Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction. Notify business partners of website errors and collaborate on issue resolution. Leverage AI tools and real-time assist features to enhance service delivery.
Requirements
- Excellent written communication skills with attention to tone and grammar.
- Ability to multitask across multiple digital channels effectively.
- Strong problem-solving skills and detail orientation.
- Typing speed of at least 30 WPM for rapid response handling.
- Comfort with technology and ability to learn new systems quickly.
- Prior experience in chat/email support preferred.
- You must live within the Eastern Time Zone to be eligible for this role.
- High school diploma or General Education Degree (GED); and Minimum of 2 years related experience and/or training or equivalent combination of education and experience
Nice To Haves
- Call Center or Customer Service experience preferred but not required
- French/English or Spanish/English desired but not required
- Automotive Knowledge desired but not required
- ASE preferred
Responsibilities
- Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy.
- Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns.
- Manage multiple conversations simultaneously while maintaining quality and accuracy.
- Document all interactions in the case management system and follow up on outstanding issues.
- Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction.
- Notify business partners of website errors and collaborate on issue resolution.
- Leverage AI tools and real-time assist features to enhance service delivery.
Benefits
- 401k Retirement Savings Plan with competitive company match
- Paid Time Off and Sick Time
- Special Recognition awards
- Opportunity for growth and promotion
- Career Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career as Customer Service Operator
- Employee Discount Program
- Health, Dental, Vision and Prescription Drug Insurance
- Health Savings Account
- Medical and Dental Flexible Spending Accounts
- Employee Assistance Program
- Company paid Life insurance
- Company paid short & long term disability insurance
- Annual increase based on performance
- Positive work environment
- Team Member Networks available
- Volunteer Opportunities
- Military Leave, Jury Duty and Bereavement Pay
- Paid Disability Leave Due to Childbirth and Paid Parental Bonding Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
