Chat Associate

Summary

Join Clipboard Health's Worker Operations team as a Customer Relations Expert and play a vital role in ensuring safety and reliability for our marketplace. This fully remote position requires 24/7 availability with a 5-day work week including both Saturday and Sunday. You will assist customers via various channels, utilize CRM tools, evaluate customer interactions, and use data-driven insights to improve processes. Success in this role requires strong communication, empathy, and problem-solving skills. While we are actively recruiting globally, this role is not currently available in the USA.

Requirements

• Must be proficient in English/English is a first language
• 2+ years of customer support experience (Voice/Chat)
• 2+ years of experience in quality assurance
• 2+ years of experience in experience in data analysis and reporting
• Ability to work as part of multidisciplinary teams
• Comfortable handling ambiguous situations and adaptable to constant change
• Possess an “I can handle anything” mentality
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
• Exceptionally detail-oriented
• Ethical and unbiased integrity and decision-making abilities
• A positive mindset that elevates the entire team
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Assist customers via chat, voice, and email, providing timely resolutions and personalized service
• Utilize CRM tools to manage and track customer interactions, ensuring accuracy and up-to-date information
• Evaluate and monitor customer interactions across all channels, providing feedback and identifying areas for improvement to enhance service quality
• Use data-driven insights to propose improvements and streamline customer relations processes
• Review customer service data to assess effectiveness and propose improvements
• Ensure all customer interactions align with the company’s values, maintaining professionalism and empathy
• Guide new customers through onboarding processes, ensuring they understand products or services and are set up for success
• Monitor and respond to customer inquiries and feedback across social media platforms, maintaining a positive online presence