Live Chat

DesignNRank; Orlando (FL); On-site; USD 36,000 - 52,000; Full time

Job summary

DesignNRank is seeking a Live Chat Representative to provide real-time support to customers via chat platforms, ensuring quick and accurate responses and a positive brand experience.

You will handle multiple conversations, document interactions in the CRM, troubleshoot issues, and collaborate with sales, support, and product teams to improve processes while tracking key metrics like response time and CSAT.

Qualifications

• 1–4 years of customer service or live chat experience.
• Proficiency with CRM software and live chat platforms.
• Strong written communication and grammar.
• Ability to multitask and manage several conversations.

Responsibilities

• Respond to inbound chat requests promptly, delivering accurate information and solutions.
• Document interactions in the CRM system, updating tickets and noting follow-up actions.
• Identify and troubleshoot technical or service issues, escalating complex cases when necessary.
• Manage multiple chat sessions simultaneously while maintaining quality and professionalism.
• Handle dissatisfied or upset customers with empathy, employing conflict-resolution techniques to achieve satisfactory outcomes.
• Collaborate with cross-functional teams (sales, support, product) to resolve customer issues and improve processes.
• Track key performance metrics (response time, resolution rate, customer satisfaction) and contribute to continuous improvement initiatives.

Skills

Written communication

Multitasking

Problem solving

Conflict resolution

Education

High school diploma or equivalent

Associate degree or higher preferred

Tools

Salesforce

Zendesk

Intercom

LivePerson

Job description

About the role

The Live Chat Representative provides real-time support to customers via chat platforms, ensuring swift resolution of inquiries and a positive brand experience. This role requires balancing multiple conversations while maintaining high standards of written communication and problem-solving.

Key responsibilities

• Respond to inbound chat requests promptly, delivering accurate information and solutions.

• Document interactions in the CRM system, updating tickets and noting follow-up actions.

• Identify and troubleshoot technical or service issues, escalating complex cases when necessary.

• Manage multiple chat sessions simultaneously while maintaining quality and professionalism.

• Handle dissatisfied or upset customers with empathy, employing conflict-resolution techniques to achieve satisfactory outcomes.

• Collaborate with cross-functional teams (sales, support, product) to resolve customer issues and improve processes.

• Track key performance metrics (response time, resolution rate, customer satisfaction) and contribute to continuous improvement initiatives.

Required qualifications

• 1-4 years of experience in customer service or live chat support.

• Proficiency with CRM software (e.g., Salesforce, Zendesk) and live chat platforms (e.g., Intercom, LivePerson).

• Strong written communication skills with attention to grammar, tone, and clarity.

• Demonstrated ability to multitask and manage several conversations concurrently.

• Effective problem-solving and conflict-resolution capabilities.

• High school diploma or equivalent; associate degree or higher preferred.

Nice to have

• Experience in a SaaS or e-commerce environment.

• Familiarity with basic HTML or markdown for formatting chat responses.

• Certification in customer support or related fields.

• Fluency in a second language.