Agent - Sales Live Chat
PODS Enterprises, Clearwater Beach, FL, United States
Job Title
Chat is a function of the sales process. The customer elects to conduct their initial sales encounter via an online web-based conversation. Live Chat agents would use the Consultative Sales technique to offer value and benefits of PODS services proactively. Chat agents are responsible for engaging online customers in real time to field and answer questions while demonstrating the ability to provide a seamless moving experience. The live chat agent will handle inbound chats and emails focused on answering sales related questions and occasionally, service related questions. The Sale Live Chat agent will handle concurrent chat sessions to assist with answering general questions to improve customer satisfaction and increase conversion. Essential Duties And Responsibilities
Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program with a focus on communication through the written word Multi-task; handle multiple chats at a time and seek multiple pieces of information while maintaining fluid conversations Address customer needs from the initial delivery to the scheduling of final pick up of containers Use the appropriate disposition on any accounts that are viewed and assisted during the quote process Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customers' containers One chat resolution; ability to assess a situation, identify root cause and proceed with appropriate action to resolve the matter at hand Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved Maintain a five-second chat response time Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards Active comprehension skills to provide accurate responses to assist in streamlining the web experience for our customers Maintain focus on the customer and conversation Receive critiques and instruction and incorporate feedback to improve performance Offer assistance to others when needed, acting responsibly in daily activities May perform other duties and responsibilities as assigned Execute Consultative Sales to identify the customer's needs providing the appropriate features, advantages, and benefits of the PODS product and services to close the sale. Meet or exceed sales quotas and KPI's targets set forth by management including, but not limited to Sales Conversion, Adherence, AHT, Quality, and CSAT. Capture all data elements required for the sale while performing DAPS to ensure customers understand services offered and agreed upon details of their order. Job Qualifications: Education & Experience Requirements
High School Diploma or equivalent 1
3 yrs experience Strong phone, verbal, and mediated communication skills Able to make decision quickly and accurately Knowledge of office procedures, workflow and work simplification procedures Must pass Skill Assessment Tests for Typing, Grammar, Spelling and Multi-Tasking Type minimum 55 wpm with 90% accuracy Able to communicate well through mediated communication/ typed or digital conversation. Possess math skills sufficient to perform required duties Or an equivalent combination of education, training or experience
Chat is a function of the sales process. The customer elects to conduct their initial sales encounter via an online web-based conversation. Live Chat agents would use the Consultative Sales technique to offer value and benefits of PODS services proactively. Chat agents are responsible for engaging online customers in real time to field and answer questions while demonstrating the ability to provide a seamless moving experience. The live chat agent will handle inbound chats and emails focused on answering sales related questions and occasionally, service related questions. The Sale Live Chat agent will handle concurrent chat sessions to assist with answering general questions to improve customer satisfaction and increase conversion. Essential Duties And Responsibilities
Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program with a focus on communication through the written word Multi-task; handle multiple chats at a time and seek multiple pieces of information while maintaining fluid conversations Address customer needs from the initial delivery to the scheduling of final pick up of containers Use the appropriate disposition on any accounts that are viewed and assisted during the quote process Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customers' containers One chat resolution; ability to assess a situation, identify root cause and proceed with appropriate action to resolve the matter at hand Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved Maintain a five-second chat response time Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards Active comprehension skills to provide accurate responses to assist in streamlining the web experience for our customers Maintain focus on the customer and conversation Receive critiques and instruction and incorporate feedback to improve performance Offer assistance to others when needed, acting responsibly in daily activities May perform other duties and responsibilities as assigned Execute Consultative Sales to identify the customer's needs providing the appropriate features, advantages, and benefits of the PODS product and services to close the sale. Meet or exceed sales quotas and KPI's targets set forth by management including, but not limited to Sales Conversion, Adherence, AHT, Quality, and CSAT. Capture all data elements required for the sale while performing DAPS to ensure customers understand services offered and agreed upon details of their order. Job Qualifications: Education & Experience Requirements
High School Diploma or equivalent 1
3 yrs experience Strong phone, verbal, and mediated communication skills Able to make decision quickly and accurately Knowledge of office procedures, workflow and work simplification procedures Must pass Skill Assessment Tests for Typing, Grammar, Spelling and Multi-Tasking Type minimum 55 wpm with 90% accuracy Able to communicate well through mediated communication/ typed or digital conversation. Possess math skills sufficient to perform required duties Or an equivalent combination of education, training or experience