Contact Center Agent – Digital Support, Chat, Email, SMS

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

📋 Description

• Address customer inquiries through chat, email, and SMS with professionalism, clarity, and empathy.

• Assist customers in navigating online shopping, troubleshooting website issues, and resolving concerns after orders are placed.

• Handle multiple conversations at once while ensuring quality and precision in responses.

• Record all interactions in the case management system and follow up on any unresolved issues.

• Achieve or surpass performance metrics related to response times, resolution accuracy, and customer satisfaction.

• Alert business partners of website errors and work together to resolve these issues.

• Utilize AI tools and real-time assistance features to improve service delivery.

⛳️ Requirements

• Outstanding written communication abilities with a keen eye for tone and grammar.

• Proficient in multitasking across various digital communication channels.

• Strong analytical and problem-solving skills with attention to detail.

• Minimum typing speed of 30 WPM for efficient response management.

• Comfortable with technology and quick to learn new systems.

• Previous experience in chat/email support is preferred.

• High school diploma or General Education Degree (GED); and

• A minimum of 2 years of relevant experience and/or training, or an equivalent combination of education and experience.

• Experience in Call Center or Customer Service is preferred but not mandatory.

• Bilingual abilities in French/English or Spanish/English are desirable but not required.

• Knowledge of automotive topics is a plus but not essential.

🏝️ Benefits

• 401k Retirement Savings Plan with a competitive company match.

• Paid Time Off and Sick Time.

• Special Recognition awards.

• Opportunities for growth and promotion.

• Career Path Opportunities: Many of our trainers, quality control coaches, managers, and leaders started their careers as Customer Service Operators.

• Employee Discount Program.

• Health, Dental, Vision, and Prescription Drug Insurance.

• Health Savings Account.

• Flexible Spending Accounts for Medical and Dental expenses.

• Employee Assistance Program.

• Company-paid Life insurance.

• Company-paid short-term and long-term disability insurance.

• Annual salary increases based on performance.

• Positive work environment.

• Team Member Networks available.

• Volunteer Opportunities.

• Paid Military Leave, Jury Duty, and Bereavement Pay.

• Paid Disability Leave due to Childbirth and Paid Parental Bonding Leave.