Department: Customer Service
Reports To: Customer Support Manager
Job Type: Full-Time/Part-Time
About Us:
Computer CORE (Community Outreach and Education) is a 501(c)3 nonprofit organization dedicated to empowering individuals through technology, education, and career development support. We believe in creating opportunities for personal and professional growth in a diverse and inclusive environment. We are seeking a highly motivated and detail-oriented Chat Support Specialist to join our team and contribute to our commitment to customer satisfaction.
Job Summary:
The Chat Support Specialist will be responsible for providing exceptional customer support through live chat. This role involves addressing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. The ideal candidate should possess excellent communication skills, a friendly demeanor, and the ability to handle multiple chats simultaneously.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via live chat.
- Provide accurate information regarding products, services, and policies.
- Address customer concerns and resolve issues efficiently and effectively.
- Diagnose and troubleshoot customer issues using provided tools and resources.
- Escalate complex issues to the appropriate department or supervisor when necessary.
- Follow up with customers to ensure their issues are resolved to their satisfaction.
- Maintain detailed and accurate records of customer interactions and transactions.
- Document frequently asked questions and common issues to help improve the knowledge base.
- Strive to exceed customer expectations and maintain a positive customer experience.
- Collect and relay customer feedback to help improve products and services.
- Collaborate with other team members to ensure consistent and high-quality customer support.
Qualifications:
- High school diploma or equivalent; additional education or certification in customer service is a plus.
- Proven experience in a customer support role, preferably in a chat or online support environment.
- Excellent written communication skills with a focus on grammar and clarity.
- Strong problem-solving skills and the ability to think quickly on your feet.
- Ability to multitask and manage multiple chats simultaneously.
- Familiarity with customer support software and CRM systems.
- A friendly and empathetic demeanor with a passion for helping others.
- Ability to work flexible hours, including evenings, weekends, and holidays if required.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for career growth and advancement.
- Employee discount on company products/services.
- Friendly and supportive work environment.
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