Email-Chat Representative

Baltimore, MD
Jul 17, 2017
Aug 07, 2017
Accountant, IT
Full Time
Overview: The E-mail/Chat Representative is a frontline service professional that field emails, web chats, Net Promoter Survey Responses (LOVE), and calls from customers, clients, and Health Coaches while also supporting/guiding Client Solutions Center Representatives (CSRs). Supports our customers, clients, and Health Coaches by entering orders, providing program and product information, handling referral credits, processing returns and exchanges, resolving issues, and other service related tasks and responsibilities. Handles a large volume of emails/chats per day in the Company's inbound/outbound sales and service Client Solutions Center. This position will also be expected to support the Client Solutions Center with inbound/outbound calls, as needed, during high volumes or peaks in calls, and also engage in social media interactions with clients, customers, and Health Coaches. The Email & Chat Customer/Client Support Representative creates the ultimate experience for our customers, clients, and Health Coaches by delivering service in a professional and caring manner. Responsibilities: Scheduled Adherence: meet or exceed set expectationsCustomer Satisfaction Scores (external measure of performance): meet or exceed set expectations for chats, e-mails, LOVE responses, and calls.Quality Monitoring Scores (internal measure of performance): meet or exceed set expectations for chat, e-mail, LOVE, and calls.Provide accurate (100% accuracy rate), timely, and professionally written responses to chats & emails within set guidelines.Ability to multi task between the three channels (chat, e-mail, LOVE and calls).Provide research and timely and accurate resolution of customer, client, and Health Coach concerns, questions, and complaints. Qualifications: Bachelor's Degree in Communications/English/Journalism preferred OR equivalent work experience. Minimum 3 years of customer service experience (call center experience preferred).Ability to effectively communicate with internal and external customers, both verbally and in writing.Must possess exceptional written (ex: spelling, grammar, punctuation) and oral communication skills.Minimum of 1-2 years experience preferred with professional/work-related email & chat.Demonstrated ability to handle conflict verbally and in written correspondence.Must have the ability to multi task and alternate between channels (calls, email, chat) and manage a high volume of incoming emails, chats, and calls. Must have strong PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel.Excellent keyboarding skillsMust be flexible and possess the ability to adapt to a changing environment.Ability to handle complex customer issues and de-escalate irate callers.Must be willing to provide a writing sample, upon request.

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