Key Facts

Remote From:

Full time

Hard Skills

Information Technology & Computing Services Business Support Systems Business Metrics Customer Relationship Management Artificial Intelligence Web Portals

Other Skills

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Customer Service
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Problem Solving
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Communication
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Analytical Skills
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Social Skills
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Relationship Building

Feed My People Food Bank

Non-profit Organization - Charity

About Feed My People Food Bank

Hunger is a solvable problem. Roughly 70 billion pounds of edible food is lost in the United States each year (Food and Agriculture Organization of the United Nations and the World Economic Forum). Hunger in America is not about supply, it is about redirecting the excess food that is lost each year to those who need it most. Since 1982 Feed My People Food Bank has been concerned with hunger, rescuing food before it is wasted and distributing it to people who need it most. We are a cost effective way to provide food pantries, community meal sites, and shelters with enough food so thousands of people can be helped each month. As a food bank, Feed My People is a crucial link between food manufacturers, suppliers, and nonprofit food assistance programs. As the only food bank in west central Wisconsin, we provide food to more than 120 hunger-relief organizations in 14 counties.

Company type: TPE

Industry: Non-profit Organization - Charity

Founded: 2018

Company size: 11 - 50

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Job description

We are seeking a dedicated and empathetic A chat support agent Representative to join our team. The ideal candidate will be responsible for providing exceptional customer support via phone, email, or live chat. As a representative, you will play a crucial role in ensuring that our customers receive the best possible experience, resolving their issues promptly and efficiently.

The online chat representative may provide technical support, resolve customer service inquiries, or offer additional forms of real-time problem-solving

Qualifications:

Love for customers and their experience with a product
Analytical skills and ability to leverage data to drive decision-making
Excellent communication and interpersonal skills
Demonstrated ability to build and maintain strong relationships with customers and internal stakeholders
Experience with customer support ticketing systems and CRM platforms
Knowledge of customer support metrics and industry best practices
Able to integrate technology-based solutions that improve the customer experience (AI, Chat, Self-serve portals)
Able to help customers on weekends if needed

Key Responsibilities:

They're responsible for answering customer questions that come in via the website(s)
Live chat agents need to be able to provide concise information to customers. Chat is all about quick responses and accessibility so agents need to be able to answer questions effectively and efficiently.
Customers commonly use live chat to reach out with a problem. This could be to do with a faulty product, shipping issues, service complaints all sorts. And its the job of the live chat agent to fix the issue.
You might think that soft skills are less important for a web-based role than they are for other, face-to-face customer service jobs. But its not enough to Acrobatically answer questions in live chat.

So, another of the live chat agent responsibilities is to make the conversations they have with customers meaningful. And that requires soft skills.
As such, another of the live chat agent responsibilities is to identify such major pain points. Then, they need to flag them to a liaison who will convey the information to other departments. In this way, live chat agents are part of developing and improving the products and services the business offers.
Complete training

Beyond cross-training on other channels, broader customer service training is another key part of a chat agents job. Live chat agents commonly undergo on-the-job training. Typically, this includes technical training, policy training, soft skills training, and the like.

While the company should provide this training, its the responsibility of the agent to engage with the opportunity to touch up and improve their skills.