[Hiring] Chat Specialist @TTEC

Role Description

The Chat Specialist is responsible for providing prompt, courteous and accurate information to customer inquiries via Chat/Phone in placing orders for multiple programs supported by the Helm Client. This could include both Retail and Dealer Support.

• Perform all responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous and accurate information including:
  • Accurately respond to customer inquiries.
  • Document customer contacts.
  • Provide on-line support for applications.
  • Utilize available resources to respond to external customer inquiries.
  • Offer product alternatives.
  • Escalate calls/chats.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Take on additional responsibilities and projects as needed.
• Participate in coaching and training opportunities, retaining and applying learning.
• Maintain professional working relationships.
• Complete additional tasks/projects as needed.

Qualifications

• High School Diploma required. College degree preferred.
• 1+ years’ previous contact center experience.
• At least 1 year of digital communication experience providing customer support in both chat and email channels.
• Experience using CRM software is preferred.

Requirements

• Comfortable and confident with a passion for delivering customer solutions through digital platforms.
• Passionate about digital channels and their capabilities within a business context.
• Showcases the program’s values when supporting consumers and internal colleagues.
• Ability to communicate clearly and correctly, both in writing and speaking, and respond effectively to follow-up questions.
• Excellent interpersonal and business communications - verbal and written.
• Excellent customer service ability; use questioning skills to easily explore customer needs and concerns.
• Ability to answer and complete multiple chats in a timely manner.
• Ability to effectively navigate a desktop computer and utilize many software platforms at one time.

Skills

• Ability to maneuver through various systems to provide the customer accurate information.
• Excellent decision making, trouble-shooting, and problem-solving skills.
• Excellent written communication skills, with dynamic and engaging written communication style.
• Must be able to efficiently multi-task with effective time management and organizational skills.
• Displays professionalism and positive attitude to develop and nurture prospect relationships.
• Ability to effectively communicate with customers, managers and co-workers, and follow a logical, analytical approach to business conversations and chat dialogue.
• Demonstrate self-motivation and results-orientation.
• Willingness to take on new assignments.
• High level of trust and integrity, and exercise sound judgment.
• Ability to identify the most suitable communication channel with the customer and then guide the customer towards the most effective channel (e.g from chat to voice).
• Ability to work well within a team environment, self-sufficient, resourceful, and works well with minimal supervision.

Other

• Hours of operation Monday through Friday, 8:00 am – 7:00 pm.
• Must be available to work any shifts during business hours. Shifts can change based on business need.
• Ability to work in an @home work environment.
• Employee will agree to computer and ISP test requirements.
• Have a designated space to handle work responsibilities without any outside interference or distraction.