Customer Care Onsite Chat Agent

We’re looking for an onsite Customer Care Online Chat Agent for our Romeoville, IL location

This is the perfect role for a highly collaborative problem-solver who loves to provide excellent customer service.  Chat agents are responsible for having dynamic online conversations and drive customers to purchase from fabulous furniture.  This person must have excellent writing skills and provide quick responses while personalizing each customer experience.   This individual must be a champion for change, self-motivator and able to work independently. 

After developing a deep understanding of The RoomPlace business model and culture you will work closely with the online sales team to deliver high impact customer service resolutions and provide exceptional service to our internal and external customers.

Essential Purpose of Position:

Be the first point of contact and advocate for customers. Respond promptly to customers’ inquiries, requests, orders, or applications. Assist with customer questions and complaints about specific products or services.

Modify and escalate complaints across a number of communication channels for a prompt and favorable resolution.

 Handle a high volume of customer support requests via email, text, and chat using empathy to answer questions and troubleshoot problems.

 Responsibilities:

 Respond and manage customer inquiries across multiple communication channels (chat, email, and text)

1. Handle pre-sale orders inquires
2. Handle post-sale order inquiries
3. Handle Customer inquiries on transit damage 
4. Handle customer inquiries on warranties, create service / part orders to coincide with warranty guidelines
5. Work reports to effectively manage open orders and scheduling availability   
6. Assist customers with troubleshooting online accounts
7. Verify order details while discussing product benefits and additional options
8. Performs additional duties as required or requested.

                                                                          Basic Competencies of Every Employee

Attendance & Punctuality

• Scheduling Time off
• Begin work on time
• Keeps absences within guidelines
• Arrives to meetings & training on time

Planning & Organization

• Prioritize and plan work activities
• Use time efficiently
• Plan for additional resources
• Integrate changes smoothly
• Set goals and objectives
• Work in an organized manner

Teamwork

• Balance team and individual responsibilities
• Exhibit objectivity and openness to others’ views
• Give and welcome feedback
• Contribute to building a positive team spirit
• Put success of team above own interests

Qualifications:

• Must have highly developed communication skills both written and verbal.
• Engage proactively
• Multitask effectively
• Ask relevant questions and quickly identify pain points for a resolution
• Understand trigger statements
• Provide concise information
• Must have basic PC skills; Proficient data entry skills helpful
• Must be able to use electronic equipment constantly such as a telephone and PC.
• Keep abreast of the product as well as the latest policies and procedures and be able to appropriately apply in successfully resolving customers concerns.
• Must have excellent detail orientation and follow-up skills
• Must be self-motivated

Physical Requirements  

Requirement

Frequently

Occasionally

Never

Standing

X

Sitting

X

Walking

X

Climbing

X

Bending

X

Twisting

X

Crawling

X

Squatting

X

Lifting 10 lbs

X

Lifting 20 lbs

X

Lifting 30 lbs

X

Lifting 50 lbs

X

Lifting more than 75 lbs

X

Lifting above shoulder level

X

Typing

X

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