Offsite Email Chat Support

No person, whether a patient, visitor, or staff member, shall be excluded from participation in any program or activity dealing with Countrywide Home Care, Inc., or denied the benefits of such program or activity on the grounds of race, color, creed, sex, age, religion, political affiliation, national origin, handicap or disability, or ancestry. Additionally, no person shall be subjected to any form of discrimination on these grounds while participating in or involved with Countrywide Home Care, Inc. About The Role We are looking for a proactive and customer-focused individual to join our Customer Support team as an Offsite Email Chat Support specialist. In this full-time hourly role, you will play a vital part in ensuring a seamless and positive experience for our customers by addressing their inquiries, resolving issues, and providing accurate information promptly. You will be the voice of the company through written communication channels, showcasing professionalism, empathy, and problem-solving skills in every interaction. What You'll Do • Provide top-notch email and chat support to customers, ensuring responses are timely, professional, and helpful. • Resolve customer inquiries and complaints efficiently while maintaining a high level of customer satisfaction. • Collaborate with internal teams to escalate and solve complex issues to ensure a positive outcome for the customer. • Maintain detailed and accurate records of customer interactions and resolutions using the company's CRM system. • Stay updated on product knowledge, company policies, and industry best practices to deliver accurate and current information to customers. • Identify recurring customer issues and contribute suggestions for process and service improvements. • Follow service-level agreements and meet or exceed established performance metrics, such as response time, resolution time, and customer satisfaction. • Assist in creating and updating canned responses, FAQ articles, or knowledge base content to streamline support processes. Qualifications • Proficiency in English, with excellent written communication skills, including grammar, spelling, and tone. • Previous experience in customer support or a similar role, with a strong focus on email and chat communication. • Ability to handle a high volume of inquiries with efficiency and a positive attitude. • Strong problem-solving skills with the ability to think critically and adapt to different customer scenarios. • Familiarity with customer relationship management (CRM) software and tools is highly preferred. • Strong organizational skills and the ability to multitask while maintaining attention to detail. • A high level of empathy and patience when dealing with customers. • Flexibility to work in an offsite or remote environment while adhering to company policies and communication standards. • Availability to work full-time in accordance with the assigned schedule and time zone requirements. The pay range for this role is: 21.90 - 33.31 USD per hour(Remote (Roanoke, Virginia, US)) Apply tot his job Apply To this Job