Position Overview:
Critical Power Group (CPG) is seeking a proactive and customer-focused Customer Interaction Specialist Live Chat to manage real-time customer inquiries and support needs through our online chat platform. This role is critical in ensuring clients receive timely, accurate, and professional assistance for their data center and critical power needs. The ideal candidate will possess excellent communication skills, technical aptitude, and a commitment to delivering exceptional customer experiences.
Key Responsibilities:
Respond to client inquiries via live chat, providing prompt and accurate information about CPGs products and services
Assist clients with product selection, troubleshooting, and general inquiries in a courteous and professional manner
Collaborate with internal teams, including sales and technical support, to resolve complex issues and escalate as needed
Maintain a detailed knowledge of CPGs offerings to provide effective and informed solutions
Track and document client interactions in the CRM system, ensuring accurate and up-to-date records
Monitor and manage multiple chat sessions simultaneously while maintaining high-quality service
Identify client needs and recommend appropriate products, services, or solutions to meet their requirements
Proactively follow up with clients to ensure their issues are resolved and satisfaction levels are high
Provide feedback to the management team on recurring issues or common customer concerns
Stay updated on industry trends, company updates, and new product releases to improve service delivery
Qualifications:
High school diploma or equivalent required; bachelors degree preferred
2 years of experience in customer service, preferably in a live chat or online support environment
Strong typing skills with excellent grammar and attention to detail
Proficiency in live chat software and CRM tools (e.g., Zendesk, Salesforce)
Ability to handle multiple conversations simultaneously while maintaining accuracy and professionalism
Basic technical knowledge of power systems or data center infrastructure is a plus
Excellent problem-solving skills and a client-focused approach
Strong organizational and time-management abilities
Compensation:
Base Salary: $35,000 – $50,000 annually (depending on experience and qualifications)
Benefits: Comprehensive benefits package, including health insurance, retirement plans, paid time off, and opportunities for professional growth
Location: Remote or Hybrid (Mid-Atlantic Region)
Employment Type: Full-Time
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