Chat Specialist Jobs

At Percepta, we bring first-class service across each market we support. As a fully remote Digital Engagement Specialist, in Florida, 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

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

What You Bring To The Role

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

What You Can Expect

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

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.

• Culture of Service - to be treated like you are the customer from day one
• 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.
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• Career Growth - lots of learning opportunities for aspiring minds
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributions
• Respect – a team that is accountable, dependable, and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

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-Florida