Contact Center Agent – Digital Support, Chat, Email, SMS

Job Description:

  • The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS.
  • Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy.
  • Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns.
  • Manage multiple conversations simultaneously while maintaining quality and accuracy.
  • Document all interactions in the case management system and follow up on outstanding issues.
  • Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction.
  • Notify business partners of website errors and collaborate on issue resolution.
  • Leverage AI tools and real-time assist features to enhance service delivery.

Requirements:

  • Excellent written communication skills with attention to tone and grammar.
  • Ability to multitask across multiple digital channels effectively.
  • Strong problem-solving skills and detail orientation.
  • Typing speed of at least 30 WPM for rapid response handling.
  • Comfort with technology and ability to learn new systems quickly.
  • Prior experience in chat/email support preferred.
  • You must live within the Eastern Time Zone to be eligible for this role.
  • High school diploma or General Education Degree (GED);
  • Minimum of 2 years related experience and/or training or equivalent combination of education and experience.
  • Call Center or Customer Service experience preferred but not required.
  • French/English or Spanish/English desired but not required.
  • Automotive Knowledge desired but not required.

Benefits:

  • 401k Retirement Savings Plan with competitive company match
  • Paid Time Off and Sick Time
  • Special Recognition awards
  • Opportunity for growth and promotion
  • Career Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career as Customer Service Operator
  • Employee Discount Program
  • Health, Dental, Vision and Prescription Drug Insurance
  • Health Savings Account
  • Medical and Dental Flexible Spending Accounts
  • Employee Assistance Program
  • Company paid Life insurance
  • Company paid short & long term disability insurance
  • Annual increase based on performance
  • Positive work environment
  • Team Member Networks available
  • Volunteer Opportunities
  • Military Leave, Jury Duty and Bereavement Pay
  • Paid Disability Leave Due to Childbirth and Paid Parental Bonding Leave
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