Location: Cambridge,MA, USA
We are looking for a Live Chat Support Specialist, you will be the first point of contact for users seeking assistance through our live chat channels. You will play a crucial role in ensuring that inquiries are addressed promptly, providing accurate information, and maintaining a high standard of customer service.
Key Responsibilities:
Real-Time Support: Provide immediate assistance to users via live chat, addressing inquiries, and resolving issues related to department services, events, and general information.
Information Management: Offer accurate and up-to-date information about the Wexford Volunteer Fire Department's programs, services, and volunteer opportunities.
Issue Resolution: Identify and troubleshoot common issues, escalating complex problems to appropriate department personnel as needed.
Documentation: Record chat interactions and maintain detailed logs of customer interactions and follow-up actions.
Feedback Collection: Gather and report feedback from users to help improve service quality and address recurring issues.
Community Engagement: Assist in fostering a positive online presence by engaging with the community and promoting department activities and initiatives.
Technical Assistance: Provide basic troubleshooting support for online tools and systems used by volunteers and community members.
Requirements:
Education: High school diploma or equivalent required; additional training or coursework in customer service or communications is a plus.
Experience: Previous experience in a customer support or live chat role preferred.
Communication Skills: Excellent written communication skills with the ability to convey information clearly and professionally.
Technical Proficiency: Comfortable using live chat software, customer relationship management (CRM) tools, and basic office applications (e.g., Microsoft Office, Google Workspace).
Problem-Solving: Strong problem-solving skills with the ability to think critically and handle challenging situations calmly.
Attention to Detail: High level of accuracy and attention to detail in managing inquiries and recording information.
Multitasking: Ability to handle multiple chat interactions simultaneously while maintaining a high standard of service.
Benefits:
Flexible Work Hours: Enjoy the convenience of remote work with a flexible schedule that fits your needs.
Competitive Pay: Receive a competitive hourly rate based on experience and qualifications.
Impactful Role: Contribute to the important mission of the Wexford Volunteer Fire Department by supporting our community and volunteers.
Professional Growth: Access to training and development opportunities to enhance your skills and career prospects.
Supportive Team: Work in a collaborative and supportive environment where your contributions are valued.
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