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Customer Experience Chatroom Operator
1 month ago
About the Role:
We are seeking a highly skilled Customer Experience Chatroom Operator to join our team at Drips. As a key member of our Conversion Improvement team, you will play a critical role in delivering exceptional customer experiences through humanized conversations.
Key Responsibilities:
- Respond to inbound messages via our chat room, utilizing point and click frequently asked questions canned responses, to provide timely and accurate assistance to leads regarding questions or concerns around the product or service.
- Create ad-hoc responses that are both relevant, appropriate, and compliant to the records industry and vertical.
- Escalate conversations to leadership when needed.
- Document frequently asked questions for continual improvement.
- Add relevancy to canned responses.
- Maintain 98% or above accuracy in response handling.
- Maintain a Replies per Hour rate of 60 replies per hour worked.
Requirements:
- Experience in a Customer Service Chatroom environment.
- Experience with writing responses to consumers in a real-time, chat-based environment.
- Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans.
- Professionalism in all interactions.
- Exceptional attention to detail, high standard of excellence/perfection.
- Comfortability on a computer, advanced typing skills (cannot hunt and peck).
- Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
- Exceptional verbal, communication, and written skills.
- Reliable and responsible to a designated schedule.
- Must have reliable strong internet/WiFi.
Core Values:
At Drips, we value Lean, Passion, Happiness, Improve, and Team. We believe in finding the right mix between administration and simply doing things, expressing passion daily, finding the balance in both your personal and work life, never accepting the status quo, and supporting and assisting our teammates.
Why Work at Drips:
We offer a full-time role that is eligible for our benefits program, a 24/7 operation, and the opportunity to work from home. If you are a customer service professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity.
