What are the responsibilities and job description for the Online Chat Representative position at Steps Academy Inc.?
Job Summary
Join our dynamic team as an Online Chat Representative, where you'll be the friendly, energetic voice guiding customers through their online inquiries. In this role, you'll deliver exceptional customer support by engaging with clients via live chat, providing accurate information, resolving issues efficiently, and ensuring a positive digital experience. Your enthusiasm and communication skills will help foster trust and satisfaction, making every interaction count. This paid position offers a fantastic opportunity to develop your customer service expertise in a fast-paced, tech-driven environment.
Responsibilities
- Respond promptly and professionally to customer inquiries through live chat platforms, ensuring clear and positive communication.
- Assist customers with product information, order status, account issues, and general questions to enhance their online experience.
- Identify customer needs and recommend appropriate solutions or services to maximize satisfaction and sales opportunities.
- Maintain detailed records of customer interactions, including notes on issues resolved and follow-up actions needed.
- Collaborate with team members to share insights and improve overall service quality.
- Manage multiple chat conversations simultaneously while maintaining accuracy and attention to detail.
- Follow established protocols for data entry, updating customer profiles, and processing transactions securely.
- Uphold excellent phone etiquette when transitioning between chat and outbound calls or follow-up communications.
- Analyze customer feedback and common queries to suggest improvements in service processes or content.
- Stay informed about product updates, company policies, and industry trends to provide current and relevant assistance.
Skills
- Multilingual abilities are highly valued to serve diverse customer bases effectively.
- Strong sales skills with the ability to upsell or cross-sell products naturally during conversations.
- Bilingual proficiency in English plus additional languages enhances communication reach.
- Excellent customer support skills with a focus on client satisfaction and problem resolution.
- Experience in call center environments or outbound calling is preferred but not required; enthusiasm for engaging with customers is essential.
- Proficiency in Microsoft Office applications and general computer skills for efficient data entry and documentation.
- Exceptional communication skills—both written and verbal—to convey information clearly and professionally.
- Knowledge of phone etiquette standards for professional interactions across multiple channels.
- Attention to detail for accurate data entry, order processing, and record keeping.
- Analysis skills to interpret customer feedback and identify trends for continuous improvement.
- Experience with cash handling or transaction processing is a plus but not mandatory. Join us as an Online Chat Representative where your energy fuels memorable customer experiences! We’re dedicated to supporting your growth while delivering top-tier client service in a vibrant work environment that values your contributions every step of the way.
Job Type: Full-time
Pay: $21.89 - $26.36 per hour
Benefits:
- Professional development assistance
Work Location: Hybrid remote in Los Angeles, CA 90006
Salary : $22 - $26