• *Job Title:** Web Chat Assistant – Work from Home
• *Company:** Express Scripts Holding
• *Location:** New York City, New York, US…
• *Job Type:** Part-Time
• *Seniority Level:** Associate Level
• *Years of Experience:** 4
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• *Job Description:**
Express Scripts Holding is seeking a dedicated and resourceful Web Chat Assistant to join our team as a part-time remote employee. The ideal candidate will be passionate about providing exceptional customer service and support while leveraging their critical thinking and problem-solving skills in a fast-paced environment. This role is essential in maintaining strong client relationships and ensuring client satisfaction through effective online communication via chat.
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• *Key Responsibilities:**
– **Customer Support:** Respond promptly to client inquiries through web chat, addressing questions and concerns regarding our services with a friendly and professional demeanor.
– **Issue Resolution:** Diagnose issues raised by clients and provide solutions or escalate to appropriate departments as necessary. Document interactions clearly for future reference.
– **Efficiency Improvement:** Analyze recurring questions and issues to identify opportunities for enhancing both chat responses and overall service delivery. Suggest improvements based on feedback and observations.
– **Collaboration:** Work closely with other team members and departments to ensure that client needs are met. Participate in efficiency meetings and help implement team strategies.
– **Knowledge Management:** Maintain and update knowledge base articles to ensure accuracy and relevance of information provided to clients.
– **Performance Metrics:** Meet or exceed established performance metrics, including response time, resolution time, and customer satisfaction scores.
– **Training & Development:** Participate in ongoing training sessions to stay current on company policies, new products, and technological updates.
– **Feedback Contribution:** Actively contribute to the teamÂ’s overall success by sharing insights and feedback about customer interactions and emerging trends.
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• *Requirements:**
– **Education:** Associate degree or equivalent experience is preferred.
– **Experience:** Minimum of 4 years in a customer service or support role, preferably in the healthcare or pharmaceutical sector. Experience in web chat support is a significant plus.
– **Technical Skills:** Proficiency in using CRM systems and web chat technologies. Familiarity with health-related software platforms is also beneficial.
– **Personality Traits:**
– Hardworking: A strong work ethic with a commitment to delivering excellent service.
– Adaptable: Ability to pivot quickly in response to changing workplace demands and client needs.
– **Soft Skills:**
– Planning: Strong organizational skills to manage workload effectively while meeting deadlines and performance standards.
– Project Management: Capable of managing multiple inquiries and tasks simultaneously while ensuring quality service delivery.
– **Communication Skills:** Excellent written communication skills; ability to convey information clearly and concisely to clients and team members.
– **Problem Solving:** Strong analytical skills to identify issues and propose logical, effective solutions.
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• *Benefits:**
– Profit sharing
– Paid overtime
– Joining bonus
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• *Working Environment:**
At Express Scripts Holding, we encourage calculated risk-taking to drive innovation and progress. Our remote working model is designed to provide flexibility while fostering a collaborative team environment. We believe that fostering an inclusive culture where diverse perspectives are valued leads to greater innovation and employee satisfaction.
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• *Application Deadline:** 2024-10-25
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• *Equal Opportunity Statement:**
Express Scripts Holding is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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