**Job Title:** Remote Chat Support Manager
**Company:** Union Pacific
**Location:** Washington, D.C., US
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Union Pacific is seeking a dedicated and experienced Remote Chat Support Manager to lead our dynamic chat support team. This role is vital in ensuring exceptional customer service through various digital platforms, allowing us to maintain a strong connection with our customers. As a Remote Chat Support Manager, you will take charge of managing a team of chat support representatives, creating an environment that encourages autonomy, independence, and high performance.
**Key Responsibilities:**
- **Team Leadership:** Oversee and manage a team of remote chat support representatives, offering guidance, support, and direction to ensure high-quality customer interactions. Foster a collaborative work environment that promotes team success and individual growth.
- **Performance Management:** Establish and monitor key performance indicators (KPIs) for chat support, analyzing metrics to assess team performance, productivity, and customer satisfaction. Provide constructive feedback to team members and implement performance improvement plans as necessary.
- **Training & Development:** Develop and implement training programs for new hires as well as ongoing training initiatives for current team members. Ensure that the team is equipped with the necessary skills and knowledge to meet customer needs effectively.
- **Customer Interaction:** Handle escalated customer inquiries and resolve complex issues effectively through chat communications. Demonstrate empathy and professionalism while maintaining a strong customer focus.
- **Process Improvement:** Identify areas for process improvement within the chat support team, recommending and implementing operational changes that enhance efficiency and customer experience. Collaborate with other departments to ensure alignment on customer support strategies.
- **Technology Management:** Work with IT and support services to maintain and update chat support software, ensuring optimal performance and exploring new tools that can enhance chat interactions and team productivity.
- **Reporting & Analysis:** Generate reports on team performance, customer feedback, and operational metrics. Use data analysis to identify trends, areas for improvement, and opportunities for enhancing customer service.
- **Collaboration:** Work closely with cross-functional teams, including marketing, operations, and product development, to ensure a cohesive approach to customer communication and support.
- **Community Engagement:** Stay informed about industry trends and best practices in chat support, seeking opportunities to apply innovative strategies to improve service delivery.
**Requirements:**
- **Education:** Bachelor's degree in Business, Communications, or a related field preferred.
- **Experience:** Minimum of 8 years of experience in customer support, with at least 5 years in a leadership or managerial role within a chat support environment.
- **Proven Skills:** Strong understanding of chat support systems, tools, and technologies, with prior experience using a variety of customer support software.
- **Personality Traits:** Hardworking, passionate about customer service, and committed to team success and personal development.
- **Soft Skills:** Excellent leadership skills, exceptional time management abilities, and a proactive approach in resolving conflicts. Must be adaptable, able to think critically, and exhibit strong problem-solving capabilities.
- **Commitment to Excellence:** Enthusiasm for fostering an exceptional customer experience while maintaining a positive and engaging team atmosphere.
**Benefits:**
- Paid sick leave
- Life insurance
- Travel & spending expenses
**Working Environment:**
Union Pacific promotes a trusting work environment that values autonomy and independence. We encourage our employees to excel in their roles, emphasizing outcome-based achievements rather than micromanagement.
**Deadline to Apply:**
All applications must be submitted by **October 6, 2024**.
**Equal Opportunity Statement:**
Union Pacific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you are a passionate leader with a heart for customer service and the skills to drive a team towards excellence, we invite you to apply for this opportunity to make a significant impact in the world of chat support!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
