Online Chat Representative

Job Description

The Housing Company is a full service development and property management company. Our property managers provide exceptional management of tax credit and HUD properties in its own portfolio as well as for third party owners.

We are looking for enthusiastic candidates to join our team as Online Chat Support Representatives. This role places you at the forefront of our customer support, handling inquiries via email, chat, and direct messaging. Your main tasks will involve resolving customer issues, providing effective solutions, and maintaining our standard of exceptional service.

Experience is not required for this position as we offer thorough training to ensure you are well-prepared. However, strong written communication skills are crucial. We provide flexible scheduling options, allowing you to choose your hours with a minimum commitment of 10 hours per week. Join us and contribute positively to our customers’ experiences!

Responsibilities

• Express genuine empathy and concern… for your customers’ issues and address as if they were your own

• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products

• Ability to identify high-risk customer situations and escalate appropriately without hesitation

• Able to keep up with multiple chats at a time

• Accurately document all required information and chat details in the ticketing system

• Respond to and resolve open issues in an appropriate time frame

• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management

• Ability to multi-task using multiple systems

• Skillfully change from one task to another without loss of efficiency or composure

• Be available at your desk, maintaining punctuality and attendance at all scheduled times

• Ability to type 30 wpm with 90% accuracy or above consistently

• Strong messaging communication skills, active listening abilities

• Ability to work independently and utilize resources to resolve customer issues

• Great understanding of text and chat acronyms

• Have excellent grammar, but also know when to use the lingo

• Previous work from home experience preferred

• Understanding of contact center support metrics and ability to implement actions for improvement

• Must have a High School Diploma or equivalent

• Full Benefits

• 100% remote work

• Flexible work schedule with option to work from home

• Weekly pay and performance-based monthly bonuses

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