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Status: Sorry, this position is no longer available.
Posted On: 11/10/2020
Job Location: Houston, TX
Salary
Job Type: Full Time
Education:
• High School diploma or equivalent required
• Bachelor’s Degree preferred but not required


Experience:
• 2+ years of experience working directly with customers
• 1-2 years in a call center environment preferred, but not required
• Previous chatting experience preferred, but not required




Job Categories:

Position Summary:
As a Bilingual Web Chat Customer Care Representative, you will handle online queries from residential and commercial customers - answer their questions, retain them as a customer, provide a superior customer experience interaction, sale our products and cross-sell, upsell additional services to benefit their needs.

Essential Responsibilities:
• Webchat agents will be the primary point of contact for residential/business customers who contact the Customer Care Center via webchat, email, and social media
• The individuals employed in this position must have the ability to work from home with reliable wired internet and power
• Individuals employed in this position should possess strong touch-typing speed of 60+wpm
• The individuals employed in this position must be excellent problem solvers, critical thinkers, self-sufficient, maintain professional written grammar, and exhibit a superior level of issue resolution capability through internal systems, process knowledge, and delivery of results
• The individuals employed in this position must exhibit a superior level of reading comprehension and excellent writing tonality, professionalism and politeness, including proper grammar, spelling, and punctuation, with the avoidance of text shorthand in business communication
• Agents are trained on and utilize multiple applications and systems to service customers - processing and viewing, follow up and issue tracking, courtesy credit and complaint resolution, and correspondence

Skills/Knowledge:
• Bilingual in English and Spanish a must
• Excellent written and oral communication
• Ability to multi-task between 2 chats and emails while striving to excel in monthly KPIs
• Demonstrated ability to deliver a positive customer interaction, selling products, up-selling and cross-selling products
• Blended role – agents will be trained to handle multiple brands
• Deliver accurate product information and serve as a knowledgeable resource for our customers
• Basic mathematical skills and analytical ability necessary to respond to billing inquiries
• Strong interpersonal skills and respect for diversity
• Attention to detail and time management
• Demonstrated ability to efficiently handle multiple tasks at one time