Live Chat Agent

LIVE CHAT AGENT Responsibilities:
1. Provide day-to-day support of our members, which includes real-time conversations via live chat, phone, email and SMS.
2. Resolve issues in a timely manner while effectively prioritizing customer needs.
3. Triage tickets and identify trends to the appropriate internal departments and work with them to resolve the issue.
4. Provide ongoing support to the Experience Team as needed.
5. Meet or exceed performance expectations in regard to customer satisfaction and other related metrics
6. Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines.
7. Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion.
8. Document all Inquires, requests, resolutions, and follow-up tasks.
9. Contributes to team effort by accomplishing related results as needed.