Live Chat Agent

Job Overview

Key Details

Responsibilities

Qualifications

Benefits

A-Better Heat & Air Conditioning is a trusted provider of heating, ventilation, and air conditioning services, committed to delivering outstanding customer care. We are seeking a dedicated and articulate Live Chat Agent to join our dynamic team. The ideal candidate will be the first point of contact for our online customers, providing timely and professional support to resolve inquiries and enhance customer satisfaction. This is a Full-Time position based in Oklahoma City, Oklahoma, United States, offering a competitive wage and the opportunity to be a key part of our customer service function.

• Engage with customers via live chat to answer questions, provide information, and resolve issues in a professional and efficient manner.
• Provide accurate information about our heating, ventilation, and air conditioning services, including maintenance plans, repairs, and installations.
• Aid customers with scheduling service appointments and consultations with our technical team.
• Identify customer needs to recommend appropriate services and generate potential sales leads.
• Troubleshoot basic customer problems and guide them through initial diagnostic steps.
• Maintain detailed and accurate records of all customer interactions within our CRM system.
• Escalate complex inquiries or complaints to the relevant department or senior team members for resolution.
• Work collaboratively with the wider team to ensure a seamless and positive customer experience.
• Meet and exceed performance targets related to response times, customer satisfaction, and lead generation.

Qualifications

• Proven experience in a customer-facing role, such as live chat support, customer service, or a contact centre environment.
• Exceptional written communication skills, with a strong command of UK-English grammar, spelling, and punctuation.
• Excellent typing speed and a high degree of accuracy.
• The ability to multi-task effectively, managing several chat conversations simultaneously without compromising on quality.
• Strong problem-solving skills and a customer-centric mindset.
• Proficiency in using computers and familiarity with CRM software and digital communication platforms.
• A proactive and self-motivated attitude, with the ability to work both independently and as part of a team.
• Experience in the HVAC or a related trade industry is desirable but not essential.

• A competitive hourly wage.
• Opportunities for ongoing training and professional development.
• A positive and supportive team environment where your contributions are valued.