Customer Interaction Specialist – Live Chat

Position Overview:

Critical Power Group (CPG) is seeking a proactive and customer-focused Customer Interaction Specialist – Live Chat to manage real-time customer inquiries and support needs through our online chat platform. This role is critical in ensuring clients receive timely, accurate, and professional assistance for their data center and critical power needs. The ideal candidate will possess excellent communication skills, technical aptitude, and a commitment to delivering exceptional customer experiences.

Key Responsibilities: • Respond to client inquiries via live chat, providing prompt and accurate information about CPG’s products and services • Assist clients with product selection, troubleshooting, and general inquiries in a courteous and professional manner • Collaborate with internal teams, including sales and technical support, to resolve complex issues and escalate as needed • Maintain a detailed knowledge of CPG’s offerings to provide effective and informed solutions • Track and document client interactions in the CRM system, ensuring accurate and up-to-date records • Monitor and manage multiple chat sessions simultaneously while maintaining high-quality service • Identify client needs and recommend appropriate products, services, or solutions to meet their requirements • Proactively follow up with clients to ensure their issues are resolved and satisfaction levels are high • Provide feedback to the management team on recurring issues or common customer concerns • Stay updated on industry trends, company updates, and new product releases to improve service delivery

Qualifications: • High school diploma or equivalent required; bachelor’s degree preferred • 2 years of experience in customer service, preferably in a live chat or online support environment • Strong typing skills with excellent grammar and attention to detail • Proficiency in live chat software and CRM tools (e.g., Zendesk, Salesforce) • Ability to handle multiple conversations simultaneously while maintaining accuracy and professionalism • Basic technical knowledge of power systems or data center infrastructure is a plus • Excellent problem-solving skills and a client-focused approach • Strong organizational and time-management abilities

Compensation:
• Base Salary: $35,000 - $50,000 annually (depending on experience and qualifications)
• Benefits: Comprehensive benefits package, including health insurance, retirement plans, paid time off, and opportunities for professional growth

Location: Remote or Hybrid (Mid-Atlantic Region)

Employment Type: Full-Time

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