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Chat Associate Jobs

Company

Don's Appliances
Address , Pittsburgh, Pa
Employment type
Salary
Expires 2023-07-10
Posted at 1 year ago
Job Description

Description



Don’s Appliances is a leading retailer in the Pittsburgh market and are proud to have been named a Top Workplace 8 years in a row. We are currently seeking an experienced individual to work as a Chat Associate with excellent customer service skills to assist in enhancing our customer service experience, with the capacity of working from home one evening a week.

Job Summary

Chat associates will communicate with customers through live chat/text, email, or phone to answer questions, solve problems, and troubleshoot. Functioning on the front line of customer service, it’s necessary that chat associates be comfortable with communicating directly with customers. Chat Associates can work remotely or in a standard office environment and are generally required to have customer service experience. Additionally, chat associates will interact with other departments within the company to complete all necessary tasks.

Responsibilities
  • Confer with customers by online chat platform/text, email, phone, and in-person to provide information about products and services, take and enter orders, troubleshoot product issues and give directive to resolve customer complaints.
  • Coordinate customer pick-ups by answering the pick-up calls and facilitating the warehouse staff with what they need to process the order to the customer.
  • Examine all relevant information to assess validity of customer complaints and to determine probable causes, to the extent of the chat associates knowledge, before escalating. Follow through resolution to customer inquiries or issues/complaints, in instances where chat takes ownership of the interaction. Refer unresolved customer grievances to appropriate departments for further resolution.
  • Process all incoming website order transactions.
  • Determine charges for services requested and collect deposits/payments.
  • Resolve customers’ service or billing complaints by performing activities such as product exchanges, refunding money, or making adjustments to billing, by contacting the appropriate department for further action, if necessary.
  • Solicit sales of new or additional services or products.
  • Answer all customer reviews coming in from Google and any current social media platform available on, using templates provided and escalate any negative reviews to the appropriate department.
  • Perform other duties as assigned.
  • Make proper use of record keeping in the POS system or other record keeping systems to maintain communication of customer interactions and transactions, details of inquiries, complaints, or comments, as well as actions taken.
  • Marketing tasks as assigned, with a focus on website marketing maintenance.
  • Complete internal employee training, as needed.
  • Intake and initial scheduling of web service request forms, with review of the initial request to determine if the request can be resolved without having to schedule a service technician and processing that information as appropriate.

Requirements


  • This position is a hybrid position that will require the candidate to work at our Headquarters location in Robinson Township several days a week with the possibility of working from home on the weekends.
  • Self-motivated with an ability to multi-task.
  • Post secondary degree preferred.
  • The chat department operates 7 days a week.
  • Excellent organizational and follow-up skills.
  • Strong communication skills (verbal and written).
  • Retail experience preferred.
  • PC literate in Microsoft Office applications, including Word and Excel.
  • Listening, analytical, and reasoning skills.

Tools and Technology
  • Microsoft Excel
  • Phone headsets (optional)
  • POS (Point of Sale) software
  • Word processing software
  • Office suite software
  • Zoom
  • Outlook
  • Spreadsheet software
  • Podium
  • Microsoft
  • Network security and VPN (Virtual Private Network) software
  • Electronic mail software
  • Microsoft Office
  • Microsoft Word
  • Desktop/laptop computers
  • Scanners
  • G-Suite
  • Star2Star
  • Google Meet
  • Google Docs
  • Multi-line telephone systems
  • EPASS
  • Package AI
  • Communications service software
  • Google Drive
  • Google Sheets
  • Operating system software
  • Internet browser
  • Networking conferencing software
  • Google Chrome
  • HRIS software
  • Paylocity