Overview
We are seeking a friendly, professional, and highly motivated Live Chat Agent to join our customer support team. As a Live Chat Agent, you will assist customers by providing real-time solutions, answering queries, and delivering a high level of customer satisfaction through live chat communication.
Key Responsibilities:
Customer Support: Respond to customer inquiries in a timely and professional manner via live chat.
Issue Resolution: Address and resolve customer concerns, troubleshooting technical issues, product inquiries, and service questions.
Product Knowledge: Maintain a deep understanding of our products and services to provide accurate information and guidance to customers.
Multitasking: Handle multiple chats simultaneously while maintaining a high level of customer satisfaction.
Documentation: Record customer interactions, issues, and resolutions in the CRM system for follow-up and future reference.
Escalation: Escalate complex issues or complaints to the appropriate team or manager when needed.
Customer Feedback: Gather and report customer feedback to help improve service quality and customer experience.
Maintain Professionalism: Maintain a positive and courteous tone in all written communications.
Qualifications:
Education: High school diploma or equivalent; college degree preferred.
Experience: Prior experience in customer service, especially in live chat support, is a plus.
Skills:Excellent written communication skills with attention to detail.
Strong problem-solving abilities and critical thinking.
Ability to work efficiently in a fast-paced environment.
Familiarity with live chat software and customer service tools (e.g., Zendesk, Freshchat, etc.).
Ability to handle difficult customers in a professional manner.
Strong time management skills and the ability to multitask effectively.
Work Environment:
Location: REMOTE
Hours: Full-time and part-time shifts, including evenings and weekends depending on your schedule.
About River City Science Academy
RCSA continues to provide strong academics to prepare college-bound students in addition to exciting before and after school programs. RCSA is recognized as a high performing charter school by the Florida Department of Education (FLDOE) and was the first charter school in Duval County to earn an A grade. Since its beginning, RCSA has worked to adapt to current educational trends by becoming increasingly data-driven, standards-based and financially secure, without losing sight of its innovative vision of the learning process.
