Live Chat Support Specialist
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About The Position
As a Live Chat Support Specialist, you will serve as the first point of contact for users seeking assistance through our live chat channels. Your role is crucial in ensuring that inquiries are addressed promptly and accurately, while maintaining a high standard of customer service. You will be responsible for providing real-time support to users, offering immediate assistance via live chat, and addressing inquiries related to the Wexford Volunteer Fire Department's services, events, and general information. Your ability to communicate effectively and provide accurate information will be key to enhancing user experience and satisfaction. In addition to real-time support, you will manage information by offering up-to-date details about the department's programs, services, and volunteer opportunities. You will also play a vital role in issue resolution by identifying and troubleshooting common problems, and escalating more complex issues to the appropriate department personnel when necessary. Documentation is another important aspect of your role; you will be required to record chat interactions and maintain detailed logs of customer interactions and follow-up actions to ensure a seamless support experience. Furthermore, you will gather and report feedback from users to help improve service quality and address recurring issues. Engaging with the community and promoting department activities and initiatives will also be part of your responsibilities, as you assist in fostering a positive online presence. Additionally, you will provide basic troubleshooting support for online tools and systems used by volunteers and community members, ensuring that they have the resources they need to succeed.
