Chat/Phone Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Customer Support Specialists should remain knowledgeable about product specifications while demonstrating a positive attitude and patience with clients.

• Uphold high standards of quality service.

• Collaborate with the quality and training teams to effectively manage performance expectations.

• Maintain open lines of communication with the Team Lead, Quality Advocate, Trainer, and Manager for support and personal growth.

• Exhibit business acumen, courtesy, and professionalism in all client interactions.

• Utilize existing email templates for client correspondence available in the Call Center Knowledge Base.

• Accurately maintain the proprietary call center database (CSC) by thoroughly documenting all client interactions.

• Arrive on time for work and comply with all schedules and deadlines, including special projects.

• Adhere strictly to key performance indicators (KPI) established by management, striving to surpass these goals and quality standards.

⛳️ Requirements

• High school diploma or equivalent required.

• 1-2 years of Call Center experience, preferably in a live chat setting.

• Retail sales experience, ideally in an ecommerce context.

• Proficient data entry skills with a minimum typing speed of 45-55 wpm.

• Must be computer literate and knowledgeable about the internet.

• Experience with Windows-based applications, particularly customer relationship management tools (e.g., Salesforce), is preferred.

• Skilled in managing multiple chat sessions simultaneously.

• Exceptional written communication abilities with a strong command of grammar, punctuation, and business writing standards.

• Professional, upbeat, and engaging written communication style.

• Strong oral communication skills, including clear diction, tone, and proper grammar usage.

• Capable of providing quality customer service in a fast-paced environment.

• Ability to build rapport with clients, even in challenging situations.

• Aptitude for advising and assisting customers efficiently.

• Proficient in multitasking, including reading, typing, and navigating applications while conversing with clients.

• Demonstrates empathy and active listening skills.

• Maintains a positive outlook and enthusiastic demeanor.

• A conscientious team player.

• Flexibility to work in a dynamic shift environment, including weekends and evenings as required.

• Dependable with a consistent record of good attendance and punctuality.

• Proven history of embodying the following STRIVE values: [S]ervice [T]enacity [R]esponsibility [I]ntegrity [V]ersatility [E]ntrepreneurship.

🏝️ Benefits

• Medical coverage.

• Dental insurance.

• Short and long-term disability benefits.

• Life insurance.

• Personal time off.

• Educational assistance.

• 401K plan.