A Chat Agent at Philadelphia Truck Parts serves as the first point of contact for customers through live chat, providing prompt assistance with truck parts inquiries, order support, and general customer service. The role requires excellent communication skills, attention to detail, and the ability to deliver a professional customer experience while supporting sales and order fulfillment. The company specializes in heavy-duty truck and trailer parts for owner-operators, repair shops, fleets, and municipalities.

Key Responsibilities

• Respond to customer inquiries via live chat in a professional and timely manner.
• Assist customers in locating heavy-duty truck and trailer parts based on part numbers, VINs, or product descriptions.
• Provide accurate pricing, product availability, compatibility, and shipping information.
• Process customer orders, quotes, returns, exchanges, and warranty requests.
• Guide customers through the online ordering process and troubleshoot website-related issues.
• Track customer orders and provide shipment updates and estimated delivery dates.
• Escalate complex technical or product-related questions to the appropriate sales or parts specialists.
• Maintain accurate customer records and document all chat interactions in the CRM or order management system.
• Collaborate with the sales, warehouse, and shipping teams to ensure timely order fulfillment.
• Follow up with customers regarding open inquiries, backorders, and special-order parts.
• Identify opportunities to recommend complementary products and increase sales through upselling and cross-selling.
• Handle customer complaints professionally and work toward satisfactory resolutions.
• Stay current on product knowledge, inventory updates, promotions, and company policies.
• Meet established performance goals, including response time, customer satisfaction, and productivity.
• Maintain confidentiality of customer information and company data.

Qualifications

• High school diploma or equivalent; associate degree is a plus.
• Previous experience in customer service, live chat support, or the automotive/truck parts industry preferred.
• Excellent written communication and typing skills.
• Strong problem-solving and multitasking abilities.
• Basic knowledge of heavy-duty truck parts or willingness to learn.
• Proficiency with computers, CRM systems, and Microsoft Office.
• Ability to work independently in a fast-paced environment.
• Strong attention to detail and organizational skills.

Pay: $30.73 - $35.57 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Work Location: Remote