Chat Representative

Source Funding

Orlando, FL, USA

16 hours ago

Full-time Remote

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Job Summary

We are seeking a customer-focused Chat Representative to provide prompt, professional, and accurate support to customers through live chat and other digital messaging platforms. The ideal candidate has excellent written communication skills, strong problem-solving abilities, and a commitment to delivering an outstanding customer experience.

Key Responsibilities

Respond to customer inquiries via live chat in a timely and professional manner.

Provide accurate information about products, services, policies, and procedures.

Resolve customer concerns and escalate complex issues to the appropriate department when necessary.

Document customer interactions and maintain accurate records in the customer relationship management (CRM) system.

Identify customer needs and recommend appropriate products or services when applicable.

Follow company guidelines and maintain quality standards for all customer interactions.

Collaborate with team members and supervisors to improve customer satisfaction and service processes.

Meet performance metrics such as response time, resolution rate, customer satisfaction (CSAT), and productivity goals.

Stay up to date on company products, services, and policy changes.

Handle multiple customer conversations simultaneously while maintaining accuracy and professionalism.

Qualifications

High school diploma or equivalent; associate's or bachelor's degree preferred.

Previous experience in customer service, live chat support, or a contact center is an advantage.

Excellent written communication, grammar, and typing skills.

Strong problem-solving and critical-thinking abilities.

Ability to multitask and manage multiple chat conversations efficiently.

Proficiency with computers, CRM software, and live chat platforms.

Strong attention to detail and organizational skills.

Ability to work independently and as part of a team.

Flexible to work various shifts, including evenings, weekends, or holidays, if required.

Preferred Skills

Experience using CRM systems such as Salesforce, Zendesk, or HubSpot.

Strong interpersonal and customer service skills.

Ability to remain calm and professional in fast-paced environments.

Sales or upselling experience is a plus.

Working Conditions

Remote, hybrid, or office-based depending on company needs.

Full-time or part-time opportunities may be available.

May require evening, weekend, or holiday availability.

Success Metrics

Customer satisfaction (CSAT) scores

First-contact resolution rate

Average response and handling time

Chat quality assurance scores

Adherence to schedule and attendance

Productivity and performance targets