Our name says it all Tender Loving Care at Home. Here at TLC Home Care we pride ourselves on having excellent customer service and caregiver selection. We are compassionate about what we do and know first hand the challenges involved in selecting good caregivers. We have a lot of experience and a long history coordinating care for clients, family members and caregivers and facilities. We understand that this is a very difficult time in your loved ones life but we will strive to bring the most qualified caregivers who truly love what they do and are excited about providing the best personal care services.
We are looking for a detail-oriented and empathetic Customer Support Chat Agent to join our Customer Support team. In this role, you will act as the first point of contact for our customers, offering assistance and resolving their inquiries through chat-based communication. As an English-speaking primary support agent, you will ensure a positive and seamless experience for all customers while meeting team and individual performance goals. This is a full-time, hourly position with opportunities to grow as we continue to innovate and enhance the customer experience.
Responsibilities:
- Engage with customers in real-time through our chat platform to promptly address inquiries, issues, and feedback.
- Provide accurate and in-depth responses to questions about our products, services, and policies.
- Troubleshoot and resolve technical problems or service discrepancies customers may encounter.
- Maintain a friendly and professional tone while communicating with customers from diverse backgrounds.
- Collaborate with other departments, such as product and IT teams, to escalate and resolve complex issues effectively.
- Document and summarize key information from chats to maintain thorough and organized customer records.
- Proactively suggest improvements to processes and tools to enhance the chat support experience.
- Achieve individual and team performance goals, including response times, resolution rates, and customer satisfaction scores.
Qualifications
- Fluent in written and spoken English with exceptional communication skills.
- Strong typing skills with a high degree of accuracy and speed.
- Proven ability to handle multiple chat conversations simultaneously while maintaining quality service.
- Empathy and patience in addressing customer concerns and questions.
- Prior experience in customer service, preferably in a chat support environment.
- Familiarity with customer relationship management (CRM) tools and chat platforms is a plus.
- Strong problem-solving skills and the ability to think on your feet.
- Availability to work flexible shifts, including weekends and holidays.
The pay range for this role is: 28 - 34 USD per hour(Remote (Bend, Oregon, US))