Job Overview

Pierian Services is seeking a motivated and articulate Online Chat Support Specialist to join our dedicated customer service team. This is a full-time position based in Washington D.C., United States. The ideal candidate will be a tech-savvy individual with exceptional written communication skills, responsible for providing outstanding support to our customers via live chat. You will be the first point of contact for our clients, playing a crucial role in ensuring a positive customer experience. This role offers a competitive salary of $25 - $34 USD per hour.

About Pierian Services

Pierian Services is a dynamic and growing organisation committed to delivering exceptional service to our clients. We pride ourselves on fostering a supportive and collaborative environment where our employees can thrive and develop their careers. We are looking for passionate individuals to join our team and contribute to our ongoing success.

Key Responsibilities

• Engage with customers in a professional and friendly manner through live chat to answer questions and resolve issues.
• Provide accurate, valid, and complete information by using the right company tools and resources.
• Identify and assess customer needs to achieve satisfaction and build sustainable relationships of trust.
• Handle customer complaints, provide appropriate solutions and alternatives within the agreed time limits, and follow up to ensure resolution.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Collaborate with team members and other departments to optimise the customer experience.
• Meet personal and team targets for response times and customer satisfaction.
• Stay up-to-date with product knowledge and company policies to provide effective support.

Qualifications and Skills

• Proven experience in a customer support role, preferably with a focus on online chat or written communication.
• Exceptional written communication and interpersonal skills, with a keen eye for grammar and detail.
• Strong computer literacy and the ability to learn new software and systems quickly.
• Excellent problem-solving skills and the ability to think on your feet.
• The ability to multi-task, prioritise, and manage time effectively in a fast-paced environment.
• A patient, empathetic, and customer-focused attitude.
• Must be a reliable and proactive team player.
• A minimum typing speed of 50 words per minute is highly desirable.

Benefits

• A competitive hourly wage.
• Opportunities for professional development and career progression within a growing company.
• A positive, inclusive, and supportive team environment.
• Comprehensive training to ensure you are confident and successful in your role.