Live Chat Operator

JC Smith, Inc.; Deutschland; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A construction equipment supplier is seeking an experienced Customer Engagement Specialist in Germany to provide exceptional sales support and product knowledge through live chat. You will actively assist customers in finding the right construction equipment, close sales, and maintain high customer satisfaction scores. Ideal candidates will have at least 2 years in customer service, strong communication skills, and familiarity with CRM systems. This role offers a competitive benefits package including 401(k) matching, medical insurance, and paid time off.

Leistungen

401(k) Matching

Medical Insurance

Paid time off

Employee assistance program

Employee Purchase Discount

Paid Life insurance

Paid time off

Paid Sick Time

Paid Family Leave

Paid training

Qualifikationen

• Minimum 2 years of customer service or sales experience, preferably in construction equipment.
• Exceptional written communication skills.
• Ability to multitask with accuracy.

Aufgaben

• Engage customers through live chat and assist with product recommendations.
• Process online orders and address client inquiries.
• Maintain detailed interaction records and track sales metrics.

Kenntnisse

Customer engagement

Sales expertise

Technical proficiency

Bilingual (Spanish/English)

Problem-solving skills

Typing speed of 50+ WPM

Bilingual (Spanish/English)

Ausbildung

High school diploma

Associate's or Bachelor's degree

Tools

CRM systems

Live chat platforms

E-commerce environments

Jobbeschreibung

About us

JC Smith Inc is a 48-year business headquartered in Syracuse, NY, with 5 other NY locations. We are customer-focused, and our goal is to work hard, have fun doing it, and excel in our performance.

Our work environment includes

• Casual work attire
• Lively atmosphere
• Regular social events

Job Description

This role combines sales expertise with technical product knowledge to engage website visitors through our website. This role requires you proactively assist customers in finding the right construction equipment and supplies, provide expert product recommendations, close sales, and deliver an exceptional online procurement experience that reflects our commitment to quality service.

Essential Functions

• Customer Engagement & Sales

Monitor and respond to incoming live chat inquiries promptly and professionally through our website using CRM tools.

Proactively engage website visitors to understand their project needs and requirements

Guide customers through product selection for concrete equipment, power tools, laser levels, safety supplies, erosion control materials, and other construction equipment

Present product specifications, features, and benefits with confidence and accuracy

Recommend complementary products and accessories to maximize customer value

Process online orders, quotes, and product inquiries efficiently

Convert chat interactions into confirmed sales by building rapport and demonstrating product value

Upsell and cross-sell relevant products based on customer projects and needs

Stay current on new products, promotions, and inventory availability

Provide technical specifications and application guidance for construction equipment

Share firsthand product experience and practical usage recommendations.

Customer Service Excellence

• Customer Service Excellence

Deliver accurate information about pricing, availability, delivery options, and store locations.

Assist customers with order tracking, returns/exchanges, and product support inquiries.

Coordinate with warehouse and delivery teams for special requests.

Handle customer concerns professionally and elevate complex issues appropriately.

Provide information about JC Smith's rental equipment services.

Guide customers to appropriate resources including store locations, service departments, and specialist teams.

Administrative Duties

• Administrative Duties

Maintain detailed chat logs and customer interaction records.

Track sales metrics, conversion rates, and customer satisfaction scores.

Collaborate with inside sales team and branch personnel.

Contribute to knowledge base development and FAQ documentation.

Participate in product training sessions and team meetings.

Support marketing initiatives by gathering customer feedback and insights.

Qualifications

High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

Experience level

Minimum 2 years of customer service or sales experience, preferably in construction equipment, building materials, or related industry.

Skill level

Experience with live chat platforms, CRM systems, or e-commerce environments highly desirable.

Exceptional written communication skills with professional grammar and tone.

Technical proficiency with computers, web browsers, and multiple software applications.

Ability to multitask and manage multiple chat conversations simultaneously.

Excellent problem-solving skills and customer-focused mindset.

Typing speed of 50+ WPM with accuracy.

Experience

Previous experience in purchase, supply, equipment rental and logistics.

Hands-on experience using power tools, concrete equipment, or surveying instruments.

Bilingual capabilities (Spanish/English) advantageous.

Familiarity with brands in our inventory.

Experience with Sheffield Financing or similar contractor credit programs.

Performance Expectations

Maintain average response time of under 120 seconds for incoming chats.

Handle minimum of 3-5 customer interactions per hour.

Maintain customer satisfaction score of 4.5/5.0 or higher.

Accurately process orders with less error.

Demonstrate continuous improvement in product knowledge assessments.

Benefits

• 401(k) Matching
• Dental and Vision Insurance
• Medical Insurance
• Employee assistance program
• Employee Purchase Discount
• Paid Life insurance
• Paid time off
• Paid Sick Time
• Paid Family Leave
• Paid training

Equal Opportunity Employer

JC Smith Inc is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status. All qualified applicants will receive consideration for employment based on merit, qualifications, and business needs.