JOB DESCRIPTION AND DETAILS
Provide quality service and information regarding various available products to inbound customers via Chat while working from home.
Answer incoming chats, up to two concurrently, for GC Clients
Provide contact completion and/or alternate solutions for the caller
Handle customer chats, despite the degree of difficulty, in a courteous and business-like fashion
Provide excellent quality customer service to resolve matter to customer satisfaction, within client guidelines
Must attend regularly scheduled video conferences for team meetings and one on one coaching
Adhere to Company attendance, punctuality, and meal and rest break requirements
Maintain concentration and focus in order to meet performance goals
React positively to an ongoing, changing environment
Maintain good working relationship with assigned supervisors and coworkers
Work safely without presenting a threat to self or others
Perform additional duties as required by management
High School Diploma or GED is required
Six months of customer service experience is preferred.
Experience with personal computers preferred. MAC use a plus.
Must be able to type quickly and accurately, 35 wpm with 95% accuracy, use a mouse effectively, and have a basic understanding of operating systems. 45 wpm is preferred.
Must be able to troubleshoot basic computer issues including connectivity with internet service provider.
Skills & Abilities:
Good knowledge of business English, spelling, and punctuation. Must be able to communicate clearly and effectively, both orally and in writing.
Ability to define problems collects data, establish facts, and draw valid conclusions in a fast-paced environment, based on limited information.
Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
Must be able to maintain a high level of confidentiality in dealing with customer information.
Must be able to provide quality customer service and able to work with difficult or emotional customers, on occasion, while still maintaining a strict level of professionalism.
Ability to establish and maintain effective working relationships with supervising personnel and co-workers.
Ability to remain alert and ready to accept calls, even during periods of low call-volume.
Ability to project and convey a positive, concerned, and professional image to customers.
Ability to be adaptable and quickly adjust to change.
Must be able to conduct data search efficiently and effectively while working within specific time constraints.
Ability to maintain a well-organized work area.
Write in a clear and concise manner
Manage time effectively
Solve problems or issues that may come up
Concentrate and focus for extended periods of time
Cope with high-stress and changing environment
Remain alert at all times
Adhere to policies and procedures
Adhere to work schedule and punctuality requirements
Work From Home Requirements
Must have a hard wired internet connection that is, at a minimum, 10 mbps download and 5 mbps upload (must provide proof of internet speed)
Must have a workspace which is free from outside noise and distractions
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