Chat Specialist Jobs

At Percepta, we bring first-class service across each market we support. As a fully remote Digital Engagement Specialist, in Mississippi, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Digital Engagement Specialist (DES) must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.

The DES will deliver and foster a premier level of service for our client's customers based on trust and respect. The DES must have a genuine passion for assisting customers in a positive manner and handling their concerns/inquiries with a high degree of care and competence.

The DES is an innovative initial contact point for customers. The DES provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The DES will help identify process improvement recommendations that drive customer satisfaction and advocacy.

During a Typical Day, You’ll

• Correspond with customers via mail, if working the Correspondence contact stream as needed.
• Maintain professional working relationships
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
• Utilize available resources to respond to customer inquiries
• Accurately respond to customer inquiries through instant messaging software
• Communicate clearly and timely with two customers at a time.
• Actively participate in team meetings, share knowledge, and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
• Complete additional tasks/projects as needed.
• Maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous, and accurate information including:
• Adhere to and support all Percepta and Client ISO, Quality Systems, and Q1 initiatives.
• Be responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
• Research and determine appropriate actions based on policies, procedures, dealer/region feedback, and job aids.
• Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.

What You Bring To The Role

• Reliability; follow a logical, analytical approach to business conversations and chat dialogue
• Ability to maneuver through various systems to provide the customer accurate information
• 2-3 years of customer service experience, preferably in a contact center operations environment with digital communications.
• Excellent written communication skills
• High School Diploma required. Associates degree or 2 + years college coursework completed preferred.
• High level of trust and integrity
• Must possess excellent decision making and problem-solving skills
• Ability to convey positivity through written communication
• Ability to answer and complete chats in a timely manner
• Demonstrate self-motivation and results-orientation
• Experience using CRM software is preferred
• Strong problem solving, troubleshooting experience.
• Ability to use a desktop computer with multiple monitors
• Typing skills – accurately type a minimum of 30 words per minute. Demonstrated ability to achieve telebusiness goals
• Know and understand basic grammar and business casual writing
• Ability to effectively communicate with customers, managers, and co-workers
• Must be able to multi-task
• Exercise good judgment
• Displays professionalism and positive attitude to develop and nurture prospective relationships
• Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
• Ability to build strong professional relationships and adapt approaches to different management styles
• Time management and organizational skills to efficiently organize, plan, schedule, and execute telebusiness activities
• Additional experience in customer service, and digital communications is a plus
• Excellent interpersonal and business communications - verbal and written
• Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
• Willingness to take on new assignments
• Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions
• Knowledge of call center environment
• Dynamic and engaging written communication style

What You Can Expect

• Training and Development Programs (Percepta College)
• Employee Assistance Program
• Employee Discount Program
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Starting pay rate of $16.00 per hour
• Employee Rewards Program (Perci Perks)
• 401(k) with company match
• Tuition Reimbursement
• Vacation/Sick Time and Paid Holidays

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

As a Percepta Team Member, You Can Expect

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day.

• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and excellent benefits. Our programs provide incentives and promote physical, mental, and financial wellness.
• Career Growth - lots of learning opportunities for aspiring minds
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributions
• Culture of Service - to be treated like you are the customer from day one
• Respect – a team that is accountable, dependable, and gives you their full attention
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test as a condition of employment. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

US-Mississippi