Chat and Email Support Representative Job at Brook Services, Cameron, WI

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  • Brook Services
  • Cameron, WI

Job Description

Position Overview

The Chat and Email Support Representative provides prompt, accurate, and friendly assistance to customers through online chat and email. This role ensures a seamless customer experience by resolving inquiries, troubleshooting issues, and maintaining clear communication while adhering to company policies and service standards.

Key Responsibilities

  • Respond to customer inquiries via chat and email in a timely and professional manner.

  • Provide accurate information regarding products, services, orders, and policies.

  • Troubleshoot and resolve customer issues efficiently, escalating complex cases when necessary.

  • Maintain detailed records of customer interactions and actions taken in the CRM system.

  • Ensure consistent and high-quality communication, representing the company professionally.

  • Follow up with customers to confirm resolution and satisfaction.

  • Meet key performance metrics such as response time, resolution rate, and customer satisfaction scores.

  • Stay updated on company products, promotions, and policies to provide accurate information.

Required Skills and Qualifications

  • Excellent written communication and typing skills.

  • Strong problem-solving and multitasking abilities.

  • Customer-focused attitude with patience and professionalism.

  • Familiarity with chat support software (e.g., Zendesk, Intercom, LiveChat) and email management tools.

  • Ability to work independently and manage time effectively.

  • High school diploma or equivalent (Associate or Bachelor’s degree preferred).

Preferred Qualifications

  • Previous experience in customer support or virtual assistant roles.

  • Experience with CRM systems and online support platforms.

  • Bilingual or multilingual abilities are a plus.

  • Ability to work flexible shifts, including evenings or weekends if required.

Work Environment

  • Remote or office-based, depending on company policy.

  • Collaborative, fast-paced, and supportive team environment.

  • Requires reliable internet connection and a distraction-free workspace for remote roles.

Compensation

  • Competitive hourly rate or salary based on experience.

  • Performance-based bonuses and career growth opportunities available.

Job Tags

Hourly pay, Full time, Work at office, Flexible hours, Afternoon shift,

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