**Job Title:** Remote Web Chat Specialist
**Company:** Mohawk Industries
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
Mohawk Industries, a leading supplier of flooring and textile products, is currently seeking a passionate and energetic Remote Web Chat Specialist to join our dynamic team. This part-time position offers the opportunity to work from the comfort of your own home while making a significant impact on our customers' experience. As a Web Chat Specialist, you will be responsible for providing exceptional service to our clients through online chat platforms, assisting them with inquiries, product information, and troubleshooting.
**Key Responsibilities:**
- **Customer Engagement:** Respond promptly and effectively to customer inquiries through web chat, ensuring courteous and professional communication. Aim for a first-contact resolution whenever possible to enhance customer satisfaction.
- **Product Knowledge:** Develop and maintain a deep understanding of Mohawk Industries' products, services, and current promotions. Use this knowledge to provide relevant and accurate information to customers in a timely manner.
- **Issue Resolution:** Troubleshoot customer issues effectively while maintaining a calm and positive demeanor. Follow established procedures to escalate issues to relevant departments as necessary.
- **Data Management:** Document customer interactions accurately in our customer relationship management (CRM) software. Organize and maintain records of inquiries and resolutions to assist with ongoing improvements to our service.
- **Adaptability:** Adjust to various customer needs and priorities, demonstrating flexibility in adapting to changes in department policies and procedures. Be proactive in suggesting improvements to processes and tools to enhance the efficiency of the web chat function.
- **Collaboration:** Work closely with other departments, including sales, marketing, and logistics, to ensure seamless communication and information sharing across the company.
- **Performance Metrics:** Meet and exceed performance metrics as established by management, including response times, customer satisfaction scores, and resolution rates.
- **Team Support:** Participate in regular team meetings and training sessions to stay informed about new products, policies, and service enhancements.
**Requirements:**
- **Experience:** Minimum of 3 years of experience in a customer service or support role, preferably with experience in online chat-based communication.
- **Education:** High school diploma or equivalent required; an associate degree in business, communications, or a related field is preferred.
- **Personality Traits:**
- Passionate about customer service and helping others.
- Energetic, with a positive attitude that contributes to a collaborative team environment.
- **Soft Skills:**
- Strong adaptability to change and a willingness to learn new tools and processes.
- Excellent project management skills with the ability to prioritize tasks effectively in a fast-paced environment.
- **Technical Skills:** Proficient in using CRM software, chat support tools, and Microsoft Office Suite. Familiarity with e-commerce platforms is a plus.
- **Communication Skills:** Outstanding verbal and written communication skills with an emphasis on active listening and empathy.
**Benefits:**
- Disability insurance
- Visa sponsorship for qualified candidates
- Opportunities for travel within the role
**Working Environment:**
At Mohawk Industries, we encourage autonomy and independence in our workforce. We trust our employees to excel in their roles, providing a supportive environment where creativity and initiative are rewarded.
**Application Deadline:** October 2, 2024
We are an equal opportunity employer and welcome applications from individuals of all backgrounds and experiences. We value diversity and are committed to creating an inclusive environment for all employees.
If you are a passionate and energetic individual who thrives in a dynamic, remote work environment, we invite you to apply for the Remote Web Chat Specialist position today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.