Web Chat Support Representative

Gilder Search Group; Oklahoma City (OK); On-site; USD 38,000 - 52,000; Full time

Job summary

Gilder Search Group seeks a dedicated Web Chat Support Representative to join its customer service team in Oklahoma City. You will engage with customers via web chat, provide timely assistance, and help resolve inquiries with empathy.

This role emphasizes clear written communication, accuracy in logging interactions, and staying current on company products. The position offers opportunities to contribute to customer satisfaction and team performance goals.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Experience in customer service or support roles, preferably in web chat or online environments.
• Excellent written communication skills with strong attention to detail.
• Ability to multitask and manage multiple chat conversations simultaneously.
• Comfortable using chat platforms, CRM software, and other digital tools.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to remain calm and professional under pressure.

Responsibilities

• Engage with customers in real-time through web chat to address questions and concerns.
• Identify customer needs and offer appropriate solutions or escalation as needed.
• Maintain up-to-date knowledge of company products, services, and procedures.
• Ensure customer interactions are logged accurately in the support system.
• Follow established protocols to handle sensitive or challenging situations professionally.
• Contribute to continuous improvement by providing feedback on common issues and customer trends.
• Meet or exceed individual and team performance goals related to response time and customer satisfaction.

Skills

Written communication

Multitasking

Customer service

Problem-solving

CRM software

Education

High school diploma

Associate or bachelor’s degree preferred

Job description

We are seeking a dedicated Web Chat Support Representative to join our dynamic customer service team. In this role, you will be the frontline communicator, providing timely and effective support to our customers through web chat platforms. Your ability to deliver clear, concise, and empathetic assistance will play a key role in enhancing customer satisfaction and driving positive experiences.

This position offers an exciting opportunity to engage with diverse customers, resolve inquiries efficiently, and contribute to our commitment to exceptional service.

Responsibilities

• Engage with customers in real-time through web chat to address questions and concerns.
• Identify customer needs and offer appropriate solutions or escalation as needed.
• Maintain up-to-date knowledge of company products, services, and procedures.
• Ensure customer interactions are logged accurately in the support system.
• Follow established protocols to handle sensitive or challenging situations professionally.
• Contribute to continuous improvement by providing feedback on common issues and customer trends.
• Meet or exceed individual and team performance goals related to response time and customer satisfaction.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proven experience in customer service or support roles, preferably in web chat or online environments.
• Excellent written communication skills with strong attention to detail.
• Ability to multitask and manage multiple chat conversations simultaneously.
• Comfortable using chat platforms, CRM software, and other digital tools.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to remain calm and professional under pressure.