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We believe in hiring people who are a good fit with us culturally. We want people who are hungry to learn, but also people that will be fun to work with. It’s important to keep in mind that we are all remote workers. This means that you would need to be comfortable working alone, while knowing you have support from coworkers who are just a Slack message or phone call away.
When you first come on board as a Chat Specialist, you will start learning more about our business before jumping into the job. You will be introduced to daily customer service tasks that support our Empire Flippers team. You will become well-versed in our phone processes, from how our outbound system works all the way up to speaking to customers and communicating via online chat to give a great impression of Empire Flippers to anyone who makes contact via the site chat function.
While helping people should be your #1 priority, here is a list of daily tasks we’ll expect from you (though this isn’t an exhaustive list and could change):
Provide first-level chat support M-F, 7 am to 10 pm EST.
Handle outbound calls on the main telephone line. This may include discussions with potential buyers or sellers who want to understand how our process works.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Properly handle escalating unresolved queries to the next level of support.
Build sustainable relationships and engage customers by taking the extra mile.
Create tickets and provide general support work in Zendesk as needed.
Update customer data and produce activity reports as needed.
Preserve and grow knowledge of chat service procedures, recommending process modifications or improvements as needed.
Communicate with colleagues via Slack messaging application.
Attend weekly team calls via Zoom.
Other duties as assigned.
While cultural fit is imperative, that doesn’t mean we aren’t looking for a certain kind of skill set:
Proficiency in English is a must.
You are customer service focused.
You must have strong phone and verbal communication skills along with active listening.
You are a quick-learner, dependable, with strong attention to detail.
You’re able to multitask and meet deadlines.
You can work on a flexible schedule.
You are proficient with Google Suite, Slack, Skype and Zoom.
You’re able to closely follow processes.
You’re not afraid to ask questions whenever you’re unsure about how to proceed.yagJzhkdapAsCMnUw7CpJAMi