Chat Support Specialist

About Our Client

This position is with a well-established HVAC contractor that has over 40 years of experience delivering heating, ventilation, and air conditioning solutions, with a priority on superior customer service and technical knowledge in the HVAC sector.

About the Opportunity

The role of Chat Support Specialist involves being the primary point of contact for customers via live chat. The specialist will provide timely, professional support, ensure positive customer experiences, quickly resolve queries, and arrange appointments with certified technicians, aiding operational efficiency.

Responsibilities

• Interact with customers through live chat to address inquiries and supply product details.
• Troubleshoot HVAC system-related issues, including central air conditioning, ductless mini-splits, and indoor air quality devices.
• Schedule service visits and consultations accurately with qualified technicians.
• Keep detailed records of customer chats and transactions.
• Collaborate with technical experts and other teams to manage complex questions.
• Consistently offer courteous, professional, and knowledgeable assistance.
• Recognize chances to improve the customer experience and report feedback to relevant departments.

Requirements

• Demonstrated experience in customer service or support, preferably via live chat.
• Excellent written communication skills, mastering English grammar, spelling, and punctuation.
• High typing speed and accuracy, capable of handling several chat conversations at once.
• Strong analytical and problem-solving skills, able to work effectively under pressure.
• Patient, empathetic, and customer-oriented attitude.
• Competent with computers; experience using CRM software is a plus.
• Basic knowledge of the HVAC industry is beneficial.
• Must be legally authorized to work in the United States and reside in Ohio or Pennsylvania.

Compensation

The position offers an hourly wage ranging from $24 to $42 USD, depending on experience and skill level.

Benefits & Perks

• Opportunity to work fully remotely.
• Stable, full-time employment with a reputable, long-standing company.
• Friendly and cooperative team environment.

Equal Opportunity Statement

The employer embraces diversity and inclusion, providing equal employment opportunities regardless of race, color, religion, gender identity, sexual orientation, or national origin.