Remote Chat Support Representative

• *Job Title: Remote Chat Support Representative** • *Company: Consolidated Edison** • *Location: Washington, D.C., US... • *Job Type: Part-Time** • *Seniority: Associate Level** • *Years of Experience: 3** • *About Consolidated Edison:** At Consolidated Edison, we are committed to providing reliable energy and exceptional customer service. As an essential utility provider, we strive to create a positive impact on the communities we serve. Join us as we navigate the future of energy and deliver sustainable solutions to our customers. --- • *Job Description:** As a Remote Chat Support Representative, you will be the first point of contact for our customers seeking assistance and information related to our services. This role is critical in ensuring customer satisfaction and retention. You will handle inquiries via chat, demonstrating our commitment to providing prompt, professional, and accurate support. • *Key Responsibilities:** 1.

Customer Interaction:

- Engage with customers through online chat to address inquiries regarding account management, billing issues, service outages, and general product knowledge. - Maintain a friendly, professional demeanor while effectively communicating and providing resolutions to customer concerns. 2.

Issue Resolution:

- Assess customers’ needs and provide accurate information and solutions in a timely manner. - Escalate complex issues to senior team members or specialized departments when necessary, ensuring customers are informed about the escalation process. 3.

Data Management:

- Record and document customer interactions, issues, and resolutions in the company database accurately and thoroughly. - Analyze customer inquiries to identify trends and common issues, reporting these insights to management for process improvement. 4.

Collaboration:

- Work closely with other team members and departments to ensure seamless communication and efficient problem solving. - Participate in regular team meetings to share feedback, discuss challenges, and identify solutions together. 5.

Continuous Learning:

- Stay abreast of new products, services, and company policies to effectively serve customers. - Participate in training opportunities and professional development sessions to enhance skills and knowledge. 6.

Performance Standards:

- Meet or exceed monthly performance metrics including response times, customer satisfaction scores, and issue resolution rates. - Provide feedback on tools and processes to enhance service delivery and customer experience. • *Requirements:** -

Education:

High school diploma or equivalent; Associate's degree or higher preferred. -

Experience:

Minimum of 3 years of experience in customer support, preferably in a remote setting or within the energy/utilities sector. -

Technical Skills:

- Proficient in using customer support software, chat systems, and Microsoft Office Suite. - Ability to navigate multiple technology platforms simultaneously without compromising service quality. -

Personal Traits:

- Passionate about customer service and providing exceptional support. - Energetic in a remote environment, fostering a positive virtual atmosphere among colleagues. -

Soft Skills:

- Strong analytical and critical thinking skills to assess customer needs and provide effective solutions. - Excellent communication skills, both written and verbal, with a focus on clarity and professionalism. • *Benefits:** - Competitive compensation and flexible work hours. - Company transportation options within D.C. to assist with remote work. - Employee discounts on services and products. - Opportunities for training and professional development to enhance your career. • *Working Environment:** Flourish in a culture that embraces change and responds resilience, where team members are encouraged to adopt innovative practices and proactively engage with ongoing development. • *Application Deadline:** October 27, 2024 • *Equal Opportunity Statement:** Consolidated Edison is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability status, age, or any other characteristic protected by law. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. Original job Remote Chat Support Representative posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs Apply Job!