Customer Support Chat/Email Specialist

CHAT/EMAIL SPECIALIST

Department: Customer Service

Schedule: Monday - Friday 8 am - 5 pm MT, or Monday - Friday 9 am - 6 pm MT

Wage: $15.75 per hour plus tier based performance pay

Location: Hybrid (In office Tuesday, Wednesday, and Thursday)

Overview

Working in support chat is a fast-paced environment using software to chat with residents in real time to answer their questions and resolve their concerns. Applicants may be considered for a chat or email position, or a hybrid combination of both.  Email specialists review and respond to incoming email requests, questions, suggestions, and complaints from the primary Conservice email accounts. Your ability to manage these issues with speed and accuracy will help ensure that customer needs are met, and resolutions are found.

Responsibilities

Address customer service emails

• Maintain availability in chat software and answer incoming chat requests
• Maintain high level of quality and customer service in all communication
• Keep management updated on e-mail volume and specific complaints or issues
• Communicate with clients and other departments as necessary
• Assure quality control of outgoing email
• Submit and follow up on personal EWOK submissions relating to emails and accounts
• Take on additional assignments or projects as needed
• Phone use:
• Inconsistent (up to 5% of a workday)
• Outbound calls to leasing offices as needed

Qualifications 

• Excellent written communication
• Strong organization and time management
• Good verbal & internal communication skills
• Ability to work independently and efficiently
• Consistent attendance record
• No written warnings last 90 days

Education & Experience

• High School Diploma / GED or equivalent
• Comfortable enough with computers to learn and utilize Conservice’s internal software and document important information
• Knowledge and familiarity with multiple LOBs (SF, CCS, etc...)
• Past experience with chat/email customer communication helpful