Santa Barbara Tennis Patrons
As an Online Chat Representative, you will serve as the first point of contact for customers, providing assistance via live chat on our website, mobile app, or other online platforms. You will respond to customer inquiries, resolve issues, and ensure an exceptional service experience for all users. This role is fully remote and requires someone who can handle multiple chats simultaneously, communicate clearly, and resolve issues quickly and efficiently.
Key Responsibilities:
Customer Support via Chat:
Respond to customer inquiries and provide assistance through live chat, email, or other messaging platforms.
Answer questions about products, services, and policies in a clear, concise, and friendly manner.
Resolve technical issues, billing questions, product inquiries, and other customer concerns promptly.
Issue Resolution & Escalation:
Troubleshoot and resolve customer issues, providing step-by-step instructions where necessary.
Escalate complex or unresolved issues to higher-level support or appropriate departments, ensuring follow-up and resolution.
Maintain a calm and professional demeanor in handling customer complaints or challenging situations.
Order Support:
Assist customers with order placement, modifications, tracking, returns, and cancellations.
Provide accurate and timely updates regarding product availability, shipping, and delivery status.
Product Knowledge:
Maintain an in-depth knowledge of The Del Rio Company’s products, services, and policies to ensure accurate information is provided.
Stay up-to-date on product changes, promotions, and updates to relay correct information to customers.
Documentation & Reporting:
Accurately document customer interactions, issues, and resolutions in the company’s CRM or support platform.
Identify recurring customer issues or trends and provide feedback to the relevant teams to improve products and services.
Customer Satisfaction & Feedback:
Strive to create positive experiences for customers, ensuring their satisfaction with each interaction.
Encourage customers to complete surveys or provide feedback on their service experience.
Team Collaboration:
Work closely with other customer support representatives and internal teams to resolve customer issues efficiently.
Participate in team meetings and ongoing training to continuously improve customer service skills and knowledge.
Qualifications:
Experience:
Previous experience in a customer service or support role, particularly in online chat or digital communication, is preferred.
Experience with live chat support tools (e.g., Zendesk, Intercom, Freshchat, etc.) or customer service software is a plus.
Skills:
Excellent written communication skills with a strong ability to articulate information clearly and professionally.
Ability to manage multiple chat conversations simultaneously without sacrificing quality or efficiency.
Strong problem-solving skills and the ability to think quickly under pressure.
Attention to detail and a customer-centric mindset.
Familiarity with CRM tools and customer service platforms (Zendesk, Salesforce, etc.).
Basic knowledge of Microsoft Office Suite or Google Workspace.
Attributes:
Friendly, empathetic, and patient with customers.
Able to work independently and as part of a remote team.
Proactive, self-motivated, and able to manage time effectively.
Comfortable working in a fast-paced environment.
Education:
High school diploma or equivalent; college degree preferred but not required.
Why Join The Company?
Remote Work Flexibility: Work from the comfort of your home with a schedule that promotes work-life balance.
Dynamic Work Environment: Be part of a team that values collaboration, support, and mutual success.
Growth Opportunities: We offer a clear career path for advancement within the company, including potential for promotion to senior support or management roles.
Competitive Compensation: Enjoy a competitive salary, benefits package, and performance incentives.
Inclusive Culture: Join a diverse and inclusive company that values your contribution and offers a positive, supportive work environment.
To apply for this job please visit docs.google.com.