[Hiring] Live Chat Agent @Univista Insurance

Role Description

We are seeking enthusiastic and dedicated individuals to join our team as Full-time Live Chat Agents. This role is perfect for those who are just starting their career in customer service or have up to one year of relevant experience. As a Live Chat Agent, you will be the first point of contact for our clients' customers, providing prompt, professional, and friendly assistance through our chat platform.

• Engage with customers via live chat, addressing their inquiries, concerns, and requests in a timely and efficient manner.
• Provide accurate information about products, services, policies, and procedures.
• Assist customers with placing orders, tracking shipments, and resolving issues related to their purchases.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Maintain a high level of customer satisfaction by delivering exceptional service.
• Handle multiple chat conversations simultaneously while maintaining accuracy and attention to detail.
• Document all customer interactions in the company's CRM system.
• Identify and report recurring customer issues or concerns to help improve products and services.
• Stay updated on company policies, products, and services to provide accurate information to customers.
• Participate in regular team meetings and training sessions to enhance skills and knowledge.
• Contribute to the development of best practices and standard operating procedures for live chat support.
• Achieve and maintain performance metrics such as response time, resolution rate, and customer satisfaction scores.

Qualifications

• High school diploma or equivalent; some college education is preferred.
• 0-1 year of experience in customer service, preferably in a chat or online support role.
• Excellent written communication skills with a strong command of grammar, spelling, and punctuation.
• Proficiency in typing, with a minimum speed of 50 words per minute.
• Strong multitasking abilities and capacity to handle multiple chat conversations simultaneously.
• Basic computer skills and familiarity with chat software and CRM systems.
• Ability to remain calm and professional under pressure.
• Strong problem-solving skills and attention to detail.
• Excellent interpersonal skills and ability to build rapport with customers.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Preferred Skills

• Experience with live chat software such as Zendesk, Intercom, or LiveChat.
• Familiarity with e-commerce platforms and online shopping processes.
• Knowledge of social media platforms and their use in customer service.