Southeastern Integrated Care believes wellness is best achieved in our community by ensuring individuals receive adequate access to quality, integrated behavioral health and medical care resources. Integrated care is an approach to healthcare that involves blending medical care and behavioral health care, with the goal of improving the overall health and well-being of an individual. Southeastern Integrated Care focuses specifically on linking care involving primary, mental health, and substance abuse treatment through a team of qualified, licensed clinical professionals. Our team of clinicians work with consumers to coordinate engagement in their care to ensure proper management of medical and psychosocial needs.
We are seeking a dedicated and customer-focused Live Chat Support Specialist to join our Customer Support team. In this vital role, you will be the first point of contact for customers, providing real-time assistance via live chat. Your ability to communicate effectively in English, solve problems quickly, and create a positive experience for our customers will play a crucial role in ensuring their satisfaction while fostering loyalty to our brand.
Responsibilities
- Provide real-time assistance to customers through live chat, addressing inquiries, concerns, and requests promptly and professionally.
- Resolve customer issues efficiently by diagnosing problems and offering effective solutions.
- Keep detailed records of customer interactions and feedback in our system, enhancing service delivery and team productivity.
- Collaborate with cross-functional teams such as technical support or sales to help resolve more complex customer concerns.
- Maintain and uphold exceptional written communication in English to represent the company's tone and standards.
- Recognize opportunities to improve customer satisfaction and escalate cases as needed for quick resolution.
- Stay updated on company products, policies, and services to provide accurate and timely information to customers.
- Proactively identify and communicate recurring customer issues to contribute to improvement processes.
Qualifications
- Fluency in written English with impeccable grammar and an empathetic communication style.
- Proven experience in a customer service or support role, preferably in live chat environments.
- Ability to manage multiple conversations efficiently while maintaining high-quality service.
- Strong problem-solving skills with a knack for handling difficult or complex customer issues politely and professionally.
- Proficiency in using customer support tools, CRM systems, or live chat platforms.
- Flexible availability to work on shifts as per the department's needs in a full-time capacity.
- A proactive approach to learning about company services, products, and procedures.
- Strong attention to detail and the ability to prioritize tasks effectively.
- A friendly and patient approach with a strong dedication to customer satisfaction.
The pay range for this role is:70,000 - 85,000 USD per year(Remote (Sioux Falls, South Dakota, US))
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