Online Chat Representative

Lawton Business Solutions

1d•Remote

About The Position

We are seeking a professional and customer-focused Online Chat Representative to provide real-time support to customers through live chat and messaging platforms. The ideal candidate will be an excellent communicator, tech-savvy, and capable of resolving inquiries efficiently while maintaining a positive brand voice. This role is critical in delivering exceptional customer experiences, addressing questions, resolving issues, and guiding customers through products or services.

Requirements

High school diploma or equivalent (Associate or Bachelor’s degree preferred)
1–2 years of customer service experience (chat or call center experience preferred)
Excellent written communication skills
Strong typing speed and accuracy
Familiarity with CRM software and chat platforms
Ability to multitask and manage multiple chat conversations simultaneously
Strong problem-solving and conflict-resolution skills
Ability to work flexible hours

Nice To Haves

Experience in e-commerce or online retail
Sales support or upselling experience
Knowledge of customer service KPIs and performance metrics

Responsibilities

Respond promptly to customer inquiries via live chat, messaging apps, and website platforms
Provide accurate information about products, services, policies, and promotions
Resolve customer complaints and escalate complex issues when necessary
Assist customers with orders, returns, payments, and account inquiries
Document all customer interactions accurately in the CRM system
Maintain professionalism and empathy in all communications
Meet response time, resolution, and customer satisfaction targets
Collaborate with sales, operations, and support teams as needed
Identify opportunities to upsell or cross-sell products when appropriate