Customer Service Representative- Live Chat Team

Job Description

 

GENERAL PURPOSE OF THE JOB:
The Customer Service Representative will serve as the primary contact for inmate direct, Access Securepak, and Access Corrections customers. Responsible for handling questions for package programs regarding order status, return processing, and product knowledge.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Answer incoming customer chats and solve problems from inmate direct customers regarding order status, product questions, and program specifications.
•Meet established key performance/service level goals – chat handle times/number of  chats per day and quality assurance standards.
•Provide customers/officers tracking information on shipments, obtaining proof of delivery as requested.
•Complete other duties as assigned by Customer Service Manager.

SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibilities.

 

Requirements

 

Job Requirements:

EDUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized

OTHER QUALIFICATIONS:
•Professional, upbeat telephone voice.
•Effective verbal and written communication skills.
•Excellent organizational skills.
•Front-line problem solving ability with a sense of urgency.
•Ability to type 30 wpm.
•Customer Service, call center, live chat, or telephone experience preferred.
•Knowledge of basic PC, Microsoft Office Programs, and AS400 preferred.
•Must pass drug screening test, background check, and have satisfactory credit check.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee will often be required to stand, walk, sit, use hands, talk, and hear. The employee will occasionally be required to reach, climb, balance, stoop, kneel, crouch, or crawl. The employee will occasionally be required to lift up to 10 pounds. Employee will need close vision.

WORK ENVIRONMENT:
While performing the duties of this job, the employee will occasionally be exposed to moderate noise levels (examples: business office with computers and printers, light traffic). Employee may occasionally work near moving mechanical parts.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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