Hybrid Online Chat Representative Job at Harper Associates Residential Living, Greensboro, NC

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  • Harper Associates Residential Living
  • Greensboro, NC

Job Description

Position Summary:

We are seeking a proactive and customer-focused Hybrid Online Chat Representative to join our support team. In this role, you’ll provide real-time assistance to customers through live chat, helping resolve inquiries related to products, services, orders, and technical issues. This position requires excellent communication skills, multitasking ability, and a strong desire to deliver exceptional customer experiences.

The role offers a hybrid work model , allowing you to work remotely part of the time, with regular scheduled days in the office.

Key Responsibilities:

  • Engage with customers via live chat to address inquiries, troubleshoot problems, and resolve complaints in a timely and professional manner

  • Guide customers through product features, account setup, or troubleshooting steps

  • Accurately log all customer interactions, issues, and resolutions in the CRM system

  • Escalate unresolved issues to the appropriate internal departments when necessary

  • Assist with frequently asked questions, order tracking, returns, billing inquiries, and technical support

  • Manage multiple conversations at once without compromising service quality

  • Maintain a high standard of written communication and consistent adherence to brand voice

  • Work collaboratively with team members during on-site shifts and participate in team meetings or training

  • Stay updated on product knowledge, policy changes, and support tools to ensure accurate responses

  • Meet or exceed individual performance metrics, including customer satisfaction, first response time, and resolution rates

Requirements:

  • High school diploma or equivalent; additional education or training is a plus

  • Strong written communication skills and a clear, friendly tone

  • Tech-savvy and comfortable navigating multiple platforms simultaneously

  • Excellent multitasking, organizational, and problem-solving skills

  • Ability to maintain professionalism and empathy in all customer interactions

  • Reliable internet connection and a distraction-free remote workspace for WFH days

  • Willingness to work flexible hours, including weekends or holidays as needed

Preferred Qualifications (Optional):

  • Experience using customer support software (e.g., Zendesk, Intercom, LiveChat, Freshdesk)

  • Background in e-commerce, SaaS, telecommunications, or technical support

  • Familiarity with ticketing systems and knowledge base software

Work Environment:

  • Hybrid work model (mix of remote and on-site work)

  • In-office work may include team meetings, trainings, or high-volume support days

  • Collaborative virtual environment supported by tools like Slack, Zoom, and CRM platforms

Benefits:

  • Competitive hourly wage or salary

  • Health, dental, and vision insurance

  • Paid time off, holidays, and sick leave

  • Employee discounts

  • Professional development and training opportunities

Job Tags

Hourly pay, Part time, Work at office, Remote work, Work from home, Flexible hours, Shift work,

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