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Chat Agent I | US Automotive Retailer | 2 4 years

  • 2-4 years
  • Not Disclosed

Job Description

Essential Duties and Responsibilities:
Maintains composure while de escalating customer issues
Maintains and updates customers information in a case management system
Tracks chat related information for auditing & reporting purposes
Provide first level website technical support
Follows up on outstanding items to issue completion
Document each customer interaction in a case management system
Meet or exceed company set targets for calls chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
Provide guidance through the US Automotive Retailer online shopping experience
Work with external shipping contractors to assist customers with domestic issues and claims
Address and resolve post order questions regarding shipping, billing, and delivery
Partner with other departments and store team members to resolve customers concerns
Responsible for working incoming cases
Responsible for additional back office offline work per business needs
Provide knowledgeable answers to questions about products, pricing and availability
Maintain US Automotive Retailer product and policy knowledge
Notify business partners of errors on the website
Complete training courses by company set due date