Live Chat Support Specialist

Job Overview

Quality Floor Service is seeking a dedicated and articulate Live Chat Support Specialist to join our team. As a leading provider of high-quality flooring solutions, we pride ourselves on delivering exceptional customer service. This is a Full-Time, Remote (US-Based) position, is a fantastic opportunity for an individual who is passionate about helping customers and wants to be the first point of contact for our valued clientele. You will be instrumental in providing timely support, answering enquiries, and ensuring a seamless customer experience, directly contributing to our company's reputation for excellence.

Responsibilities

* Engage with customers in real-time through our live chat platform, providing prompt and professional assistance.
* Provide accurate information regarding our products, services, pricing, and installation processes.
* Assist customers with navigating our website and finding the flooring solutions that best meet their needs.
* Identify potential sales opportunities and effectively pass qualified leads to the sales team.
* Troubleshoot and resolve customer issues, escalating complex cases to the appropriate department when necessary.
* Maintain detailed and accurate records of all customer interactions in our CRM system.
* Uphold a high standard of customer satisfaction, meeting and exceeding key performance targets.
* Continuously develop your knowledge of our product range and company policies.

Qualifications

* Proven experience in a customer service or support role, preferably with experience in live chat or digital communications.
* Exceptional written communication skills, with a strong command of English spelling and grammar.
* Excellent typing speed and accuracy.
* The ability to multitask effectively, managing multiple chat conversations simultaneously while maintaining high-quality standards.
* A patient, empathetic, and customer-focused approach to problem-solving.
* Strong IT literacy and the ability to learn new software systems quickly.
* Knowledge of the flooring or home improvement industry is highly desirable but not essential.
* Previous experience with CRM software would be an advantage.

Benefits

* A competitive annual salary of $25,000 - $65,000 USD, dependent on experience.
* Opportunities for ongoing training and professional development.
* A supportive and collaborative team environment.
* The chance to grow with a reputable company in the flooring industry.