Job Description

The Customer Service Chat Specialist is considered Empire Flippers’ front line representative, providing exceptional chat support to our customers and potential customers. The person in this role is also responsible for manning the company’s main phone line and dealing with inbound enquiries, keeping customer satisfaction at the core of every decision and behavior.

The person in this role must enjoy talking with people and have excellent interpersonal skills.

Could this be you?

Training for this role will commence remotely and should last 4-6 weeks. One of the many benefits is that you’ll be free to work anywhere in the world that serves your creativity best, be it the beaches in Thailand, which does have superb 4G connectivity and cheaper cost of living, or in a mountain resort in the Swiss alps – the choice is yours.

If this sounds like an exciting opportunity for you, then read on to learn more about our company and how to apply for the position!

Responsibilities

When you first come on board as a Chat Specialist, you will start learning more about our business before jumping into the job. You will be introduced to daily customer service tasks that support our Empire Flippers team. You will become well versed in our phone processes, from how our inbound system works all the way up to speaking to customers and communicating via online chat to give a great impression of Empire Flippers to anyone who makes contact via the site chat function.

You might be wondering, though … what will your daily work routine look like once you’re up and going?

Here is a list of daily tasks we’ll expect from you (though this isn’t an exhaustive list and could change):

• Provide first-level chat support M-F, during normal USA business hours.
• Answer incoming calls on the main telephone line. This may include discussions with potential buyers or sellers who want to understand how our process works.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Properly handle escalating unresolved queries to the next level of support.
• Build sustainable relationships and engage customers by taking the extra mile.
• Create tickets and provide general support work in Zendesk as needed.
• Update customer data and produce activity reports as needed.
• Preserve and grow knowledge of chat service procedures, recommending process modifications or improvements as needed.
• Communicate with colleagues via Slack messaging application.
• Attend weekly team calls via Skype. Other duties as assigned.

Requirements

We believe in hiring people who are a good fit with us culturally. We want people who are hungry to learn, but also people that will be fun to work with. It’s important to keep in mind that we are all remote workers. This means that you would need to be comfortable working alone, while knowing you have support from coworkers who are just a Slack message or phone call away.

While cultural fit is imperative, that doesn’t mean we aren’t looking for a certain kind of skill set:

• Proficiency in English is a must.
• You are customer service focused.
• You must have strong phone and verbal communication skills along with active listening.
• You are a quick-learner, dependable, with strong attention to detail.
• You’re able to multitask and meet deadlines.
• You can work on a flexible schedule.
• You are proficient with Google Suite, Slack, Skype and Zoom.
• You’re able to closely follow processes.
• You’re not afraid to ask questions whenever you’re unsure about how to proceed.

Salary

• $2,000 – $2,500 month

Location

• Worldwide