Online Chat Representative

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We are looking for talented people to work as Click to Chat Representatives. We need enthusiastic team members who can help us capture the energy and initiative required to provide exceptional customer service/sales every day. Our live chat portal is intended to assist customers as they browse our website through live chat. As a Chat Representative, you would be in charge of identifying customer needs and determining appropriate resolution actions. You will also assist in the identification of process improvement recommendations that will drive customer satisfaction and advocacy.Responsibilities- Respond to multiple inbound chats; gather and verify required information as appropriate.- Identify current and prospective customer needs and determine appropriate solutions to resolve all issues and concerns, as well as qualify leads and explain the type of service or product offered that may be beneficial to the customer- Communicate information and answer questions regarding current promotions and new or upgraded products.- Complete system documentation and tasks to assure follow through of appropriate actions.- Leverage tools and processes (including prepared responses) appropriately.- Strive to meet defined metrics for productivity, quality, and customer experience.- Maintain thorough systems, network and product knowledge.Requirements- High School diploma or equivalent required- U.S. Citizen- At a minimum, an individual must be able to type 35 WPM efficiently- Excellent grammar and spelling skills- Ability to recognize consultative upsell/cross-sell opportunities- Ability to provide a high-level of accuracy with excellent attention to detail- Excellent interpersonal communication skills (i.e., verbal, written, listening)- Excellent research and customer service problem-solving skills required- Satisfactorily meeting job performance expectations for current position- Experience with Word, Excel and Windows

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...