Live Chat Support Representative

Prins Trucking; Georgetown Charter Township (MI); On-site; USD 17,000 - 28,000; Full time

Job summary

Prins Trucking is seeking a Live Chat Support Representative to assist customers in real-time from our Georgetown Township location. You will respond to inquiries, diagnose issues, and collaborate with sales and billing to ensure a seamless experience.

The role requires strong written communication, multitasking, and problem-solving in a fast-paced environment. Associates welcome; on-site team oriented, with opportunities to improve processes and knowledge bases.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 0–1 year of experience in customer service or live-chat support.
• Proficiency with live chat software and basic CRM tools.
• Excellent written communication and active-listening skills.
• Strong problem-solving ability and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.

Responsibilities

• Respond to inbound chat inquiries quickly while maintaining a friendly, professional tone.
• Diagnose and resolve product or service issues, escalating complex cases when necessary.
• Document interactions accurately in the CRM and update knowledge-base articles.
• Handle multiple chat sessions simultaneously without compromising quality.
• Meet or exceed daily and weekly performance metrics (response time, resolution rate, CSAT).
• Collaborate with cross-functional teams (technical support, sales, billing) to ensure seamless customer experiences.
• Identify recurring problems and suggest process improvements.

Skills

Written communication

Active listening

Multitasking

Problem solving

Attention to detail

Education

High school diploma or equivalent

Associate degree preferred

Tools

Live chat software

CRM tools

Zendesk

Freshdesk

Job description

About the role

As a Live Chat Support Representative you will engage customers in real‑time via chat, delivering prompt, courteous assistance that resolves issues and enhances satisfaction. This on‑site position requires strong communication, multitasking, and problem‑solving abilities.

Key responsibilities

• Respond to inbound chat inquiries quickly while maintaining a friendly, professional tone.

• Diagnose and resolve product or service issues, escalating complex cases when necessary.

• Document interactions accurately in the CRM and update knowledge‑base articles.

• Handle multiple chat sessions simultaneously without compromising quality.

• Meet or exceed daily and weekly performance metrics (response time, resolution rate, CSAT).

• Collaborate with cross‑functional teams (technical support, sales, billing) to ensure seamless customer experiences.

• Identify recurring problems and suggest process improvements.

Required qualifications

• High school diploma or equivalent; associate degree preferred.

• 0–1 year of experience in customer service or live‑chat support.

• Proficiency with live chat software and basic CRM tools.

• Excellent written communication and active‑listening skills.

• Strong problem‑solving ability and attention to detail.

• Ability to multitask and manage time effectively in a fast‑paced environment.

Nice to have

• Experience with ticketing systems (e.g., Zendesk, Freshdesk).

• Familiarity with the company’s product line or industry.

• Basic knowledge of HTML or CSS for troubleshooting web‑based issues.

• Additional language proficiency.