Helm Chat Specialist

Summary

The Chat Specialist is responsible for providing prompt, courteous and accurate information to customer inquiries via Chat/Phone in placing orders for multiple programs supported by the Helm Client. This could include both Retail and Dealer Support.

Responsibilities

• Perform all responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
• Accurately respond to customer inquiries.
• Document customer contacts.
• Provide on-line support for applications.
• Utilize available resources to respond to external customer inquiries.
• Offer product alternatives.
• Escalate calls/chats.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Take on additional responsibilities and projects as needed.
• Participate in coaching and training opportunities, retaining and applying learning
• Maintain professional working relationships
• Complete additional tasks / projects as needed
  
  

• High School Diploma required. College degree preferred.
  
  

• 1+ years’ previous contact center experience.
• At least 1 year of digital communication experience providing customer support in both chat and email channels
• Experience using CRM software is preferred
  
  

• Comfortable and confident with a passion for delivering customer solutions through digital platforms
• Passionate about digital channels and their capabilities within a business context
• Showcases the program’s values when supporting consumers and internal colleagues
• Ability to communicate clearly and correctly, both in writing and speaking, and respond effectively to follow-up questions
• Excellent interpersonal and business communications - verbal and written
• Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
• Ability to answer and complete multiple chats in a timely manner
• Ability to effectively navigate a desktop computer and utilize many software platforms at one time
  
  

• Ability to maneuver through various systems to provide the customer accurate information
• Excellent decision making, trouble-shooting, and problem-solving skills
• Excellent written communication skills, with dynamic and engaging written communication style
• Must be able to efficiently multi-task with effective time management and organizational skills
• Displays professionalism and positive attitude to develop and nurture prospect relationships
• Ability to effectively communicate with customers, managers and co-workers, and follow a logical, analytical approach to business conversations and chat dialogue
• Demonstrate self-motivation and results-orientation
• Willingness to take on new assignments
• High level of trust and integrity, and exercise sound judgment
• Ability to identify the most suitable communication channel with the customer and then guide the customer towards the most effective channel (e.g from chat to voice)
• Ability to work well within a team environment, self-sufficient, resourceful, and works well with minimal supervision
  
  

• Hours of operation Monday through Friday, 8:00 am – 7:00 pm.
• Must be available to work any shifts during business hours. Shifts can change based on business need.
• Ability to work in an @home work environment
• Employee will agree to computer and ISP test requirements
• Have a designated space to handle work responsibilities without any outside interference or distraction