Live Chat Agent
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Live Chat Agent
Company Overview
GSR Group proudly owns and operates Wingstop franchise locations providing outstanding food and exceptional service to our guests. Were expanding our support team to include a Live Chat Agent. This role is essential in ensuring a seamless and positive experience for every guest whether theyre asking about menu items orders or employment opportunities.Overview
We are seeking a highly motivated and customer-focused Live Chat Agent to join our customer experience team. This position plays a vital role in ensuring every visitor to our website or platform receives efficient courteous and accurate assistance through live chat. The ideal candidate will possess excellent written communication skills a proactive attitude and the ability to handle multiple conversations simultaneously while maintaining professionalism and empathy.
As a Live Chat Agent you will be the first point of contact for customers seeking support product information or problem resolution. You will represent our brand in a digital environment embodying our values of quality service respect and responsiveness.
Key ResponsibilitiesCustomer Support & Communication
Respond promptly to customer inquiries through live chat in a friendly professional and empathetic manner.
Provide accurate information about products services promotions and policies.
Guide customers through technical or procedural troubleshooting steps as needed.
Manage multiple chat sessions simultaneously while maintaining a high level of accuracy and attention to detail.
De-escalate tense situations showing patience and understanding while working toward resolution.
Follow up on unresolved issues to ensure complete customer satisfaction.
Problem-Solving & Issue Resolution
Identify customer needs quickly and effectively offering solutions or alternatives where possible.
Collaborate with other departments (technical support billing logistics etc.) to resolve complex or escalated issues.
Record and report recurring issues bugs or customer feedback to improve services or products.
Use company knowledge bases FAQs and internal tools to provide fast and accurate responses.
Documentation & Data Management
Maintain accurate records of customer interactions inquiries and feedback in the CRM or chat management system.
Ensure that all data and communications comply with company privacy and security standards.
Assist in updating customer support documentation and contributing to process improvements.
Teamwork & Continuous Improvement
Participate actively in team meetings sharing insights or suggestions to enhance customer experience.
Keep up to date with product updates new features and company announcements to provide informed support.
Collaborate with training and quality teams to maintain performance standards and meet service level agreements (SLAs).
Adapt to evolving tools processes and company goals with a flexible and growth-oriented mindset.
Education & Experience
High school diploma or equivalent required; college degree in communications business or a related field preferred.
Minimum of 12 years of experience in customer service preferably in a live chat or digital support environment.
Prior experience in e-commerce SaaS hospitality or retail is a plus.
Technical Skills
Proficiency in typing (minimum 4050 WPM with high accuracy).
Comfortable using chat software CRM systems and customer support platforms (e.g. Zendesk Intercom HubSpot Freshdesk).
Strong knowledge of common web browsers mobile apps and online troubleshooting steps.
Basic understanding of customer service metrics such as CSAT response time and resolution rate.
Soft Skills
Exceptional written communication skills with a professional and empathetic tone.
Ability to multitask and manage several chat interactions simultaneously.
Strong attention to detail and commitment to accuracy.
Positive attitude emotional intelligence and a customer-first mindset.
Ability to remain calm under pressure and handle challenging situations tactfully.
Self-motivated dependable and comfortable working independently or in a team.
Work Type: Remote hybrid
Schedule: Flexible shifts; may include evenings weekends and holidays.
Equipment: Requires a reliable computer high-speed internet and a quiet workspace.
Reporting To: Customer Support Team Lead or Customer Experience Manager.
Average response and resolution times.
Customer satisfaction (CSAT) and quality assurance scores.
Adherence to communication guidelines and tone of voice.
Productivity benchmarks (number of chats handled per shift).
Accuracy and completeness of documentation.
Competitive hourly rate or salary based on experience.
Performance-based incentives and bonuses.
Paid time off health insurance and retirement benefits (as applicable).
Comprehensive training and ongoing professional development.
Opportunities for growth within customer service quality assurance or operations teams.
Inclusive collaborative and supportive company culture.
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
