**Job Title:** Remote Web Chat Manager
**Company:** Hormel Foods
**Location:** Chicago, Illinois, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
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**Job Description:**
Hormel Foods is seeking a passionate and experienced Remote Web Chat Manager to join our dynamic customer service team. The ideal candidate will be responsible for managing and optimizing our web chat services to ensure exceptional customer experiences. This role is suited for someone who has a background in e-commerce customer support, excels in communication, and demonstrates resilience and resourcefulness.
As a Remote Web Chat Manager, your primary focus will be on enhancing customer engagement through live chat interactions, analyzing chat performance, and developing strategies to improve service delivery. You will play a crucial role in shaping the online customer experience and understanding customer expectations to exceed them.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Oversee and mentor a team of web chat specialists, providing guidance and support in resolving complex customer inquiries.
- Conduct regular training sessions to enhance the skills and performance of team members, focusing on effective communication techniques and product knowledge.
- Establish performance benchmarks and monitor team metrics to ensure adherence to quality standards.
2. **Customer Engagement:**
- Manage day-to-day operations of the web chat service, ensuring timely and effective responses to customer inquiries and concerns.
- Design and implement chat scripts and protocols that convey Hormel Foods' commitment to quality and customer care.
- Collaborate with marketing and product teams to ensure alignment of messaging and promotional initiatives within chat interactions.
3. **Performance Analysis:**
- Analyze chat data and usage statistics to identify trends, customer needs, and areas for improvement.
- Create regular reports to communicate performance metrics and customer feedback to upper management.
- Utilize insights gained from chat interactions to propose initiatives aimed at improving the customer journey.
4. **Strategic Development:**
- Develop and execute strategies to enhance the overall web chat customer experience.
- Collaborate with technology teams to optimize chat software and integrate new tools that increase efficiency.
- Stay informed about industry trends and best practices in customer service and e-commerce to continually adapt and improve service offerings.
5. **Communication and Collaboration:**
- Serve as the primary point of contact between chat support and other departments, facilitating communication and information sharing.
- Work closely with the Customer Success and Quality Assurance teams to align on service goals and standards.
- Represent the customer's voice in cross-functional meetings, advocating for customer needs and expectations.
**Qualifications:**
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 8 years of experience in customer service management, preferably in an e-commerce or similar environment.
- Proven expertise in web chat software and tools, along with experience in managing a remote team.
- Strong analytical skills, capable of interpreting data and drawing actionable insights.
- Excellent verbal and written communication skills, with a strong emphasis on presentation abilities.
- Demonstrated resilience and resourcefulness in addressing customer issues and operational challenges.
- Familiarity with digital marketing strategies and e-commerce platforms is a plus.
**Soft Skills:**
- Proficient in presentation techniques for both internal and external stakeholders.
- Strong research skills, with the ability to gather relevant information and data to support decision-making.
- Ability to adapt quickly to changing situations and manage stress effectively.
**Benefits:**
- Joining Bonus
- Paid Sick Leave
- Visa Sponsorship
**Working Environment:**
Hormel Foods is dedicated to understanding and exceeding customer expectations. As such, we foster an atmosphere of innovation, collaboration, and commitment to quality, where your contributions will be valued and recognized.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Hormel Foods is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
