Customer Interaction Specialist – Live Chat (Remote)

Position Overview:

Critical Power Group (CPG) is seeking a skilled and enthusiastic Customer Interaction Specialist – Live Chat (Remote) to engage with clients through our online chat platform. You will serve as the first point of contact, providing prompt and accurate information, resolving inquiries, and delivering an exceptional customer experience. The ideal candidate thrives in a fast-paced environment, possesses excellent communication skills, and has a passion for helping others.

Key Responsibilities: • Respond to customer inquiries via live chat, delivering real-time assistance and accurate solutions • Provide detailed product and service information, guiding customers in selecting solutions tailored to their needs • Resolve customer issues promptly or escalate them to the appropriate internal team for further support • Maintain a friendly and professional tone during all customer interactions, ensuring a positive experience • Log customer interactions and maintain up-to-date records in the CRM system • Manage multiple live chat sessions simultaneously while maintaining high-quality service • Assist in the development of FAQs, support guides, and other resources to enhance customer self-service options • Monitor chat metrics and customer feedback, suggesting improvements to processes and tools • Stay informed about CPG’s products, services, and industry trends to provide the most relevant assistance • Work collaboratively with other departments to resolve complex customer needs

Qualifications: • High school diploma or equivalent required; bachelor’s degree preferred • 2+ years of experience in customer service, preferably in live chat or online support • Strong written communication skills with impeccable grammar and attention to detail • Proficiency in live chat platforms and CRM tools (e.g., Zendesk, Salesforce) • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment • A problem-solving mindset with a focus on delivering timely and accurate solutions • Familiarity with power systems or data center environments is a plus • Self-motivated, with the ability to work independently and as part of a remote team

Compensation:
• Base Salary: $40,000 - $55,000 annually (depending on experience and qualifications)
• Benefits: Comprehensive benefits package, including health insurance, retirement plans, paid time off, and opportunities for professional growth

Location: Fully Remote (Available to work during standard business hours in the Mid-Atlantic Region)

Employment Type: Full-Time

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