The Online Chat Consultant is responsible for the overall real time interaction with customers across a variety of web pages for the client. Acting as the Subject Matter Expert, the consultant uses their internet navigation knowledge and customer service skills to guide the client customers through the applicable website to find information, services, and products. This will be done while handling multiple chat sessions at the same time in a prompt, professional and friendly manner.
Responsibilities:
Lead the client customers through a variety of requests via the Click-to-Chat application, including detailed product information, configurations/availability, sales incentives/campaign fulfillment, dealer locations/inventory searches, brochure fulfillment, test drive appointment scheduling, & general information and/or questions.
Provide effective pro-active and re-active online chat support for customers and prospective customers who are visiting various client websites.
Establish a rapport and build confidence in the client brand recognition by proactively promoting client products and services.
Educate consumer via Click-to-Chat and email, on current products, packages, and incentives while generating product excitement and ultimately driving the customer to action.
Maintain knowledge, understanding, and compliance with state regulations and company policies.
Document detailed status of all interactions indicating appropriate outcome and follow up requirements.
Ensure maximum service level, quality, customer satisfaction, productivity, and personal goals are met while also following all policies, procedures, and controls.
Meet specified goals and sales conversion metrics as set by the Percepta and/or client while maintaining high quality standards and adherence to all client requirements.
Qualifications:
Proficient written and verbal communication skills in English
Strong work ethic. with the ability to work well both independently and within the context of a larger team-oriented environment
Ability to compose professional emails is a plus
Upbeat positive attitude and professional demeanor
Articulate and well accustomed to a client-facing role
