Customer Experience Chatroom Specialist

2 weeks ago


Akron, Ohio, United States Drips Full time
Customer Experience Chatroom Operator

We are seeking a highly skilled and customer-focused individual to join our Conversion Improvement team as a Customer Experience Chatroom Operator. As a key member of our team, you will be responsible for providing exceptional customer service through humanized conversations in our chatroom environment.

Key Responsibilities:
  • Respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service.
  • Create responses ad-hoc 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.
  • Good grammatical, spelling, and logic skills.
  • Exceptional verbal, communication, and written skills.
  • Reliable and responsible to a designated schedule.
  • Must have reliable strong internet/WiFi.
Core Values:

Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value:

  • Lean: We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required.
  • Passion: Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload.
  • Happiness: Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily.
  • Improve: Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership.
  • Team: We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not.

We are a community-driven company that values our employees' growth and well-being. If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.



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