Chat Support Advisor - Cleveland, OH

  • Alexander Mann Solutions
  • 1301 East 9th Street, Cleveland, OH, USA
  • Sep 14, 2020
Full time Customer Service Entry Level General Business Information Technology Professional Services

Job Description

Chat Support Advisor - Alexmann - Cleveland, OH

To provide excellent customer service and technical support to our Candidates throughout the recruitment lifecycle via chat and occasionally phone. 

Key Accountabilities:

  • Provide world class support to candidates by responding to inbound chat questions and issues that arise (phone support as needed) through to a satisfactory conclusion.
  • Achieve all effectiveness and efficiency metrics as agreed with the client (SLA’s)
  • Identify trending questions/issues and escalate when necessary
  • Create a positive candidate experience through actions and resolution.
  • Complete daily, weekly, monthly and quarterly reports as necessary
  • Build and maintain strong working relationships between all team members.
  • Take accountability for continually refreshing of knowledge on clients, their requirements and candidates’ expectations by sharing experiences with team members

Knowledge, skills & experience:

  • Proficiency with multiple social media chat platforms such as Facebook messenger, WhatsApp, Google hangouts, etc.
  • Professional written communication skills including proper grammer, spelling and attention to detail
  • Good planning and organizing skills
  • Can-do attitude
  • Team work orientated
  • Attention to detail and strong process adherence 
  • Ability to build sustainable relationships and trust with end-users through open and interactive communication 
  • Ability to identify and assess customers’ needs to achieve satisfaction 
  • Ability to work in a structured schedule to support clients (breaks, lunches, etc. need to be scheduled)
  • Handle multiple chat conversations at one time often across multiple accounts