24/7 Chat Representative (English)

24/7 Chat Representative (English) Description & Requirements

At-Home 24/7 Chat Representative - English Position  To provide the best in member support & service via effective and professional Job Requirements written communication(s)  To provide accurate information regarding Weight Watchers Program, policies, procedures and support during the weight loss journey  To effectively handle Tier 1 call complaints resulting in a positive outcome for the customer and Weight Watchers  To act as a liaison between members, field staff, office staff and management staff Principal duties, activities, interactions, and decisions, both ongoing and periodic that Role Duties, Activities make up this role—What effective performers do.  Be logged in, available & ready to receive chats at the beginning of the shift and for the duration of the shift  Handle all chats assigned to you in a timely, professional and customer-friendly manner using business appropriate greeting, scripting, knowledge-based and closing skills  Pursue client satisfaction and advocacy  Responsible for achieving the stated production and service goals including: Chats/Hour, Chat Time & After Chat Work (ACW) and Auxiliary (AUX) times  Professionally handle all administrative and account management functions following all company guidelines and protocol.  Accurately relay current program and promotional information using the chat platform  Positively impact member retention by effectively utilizing skills to overcome member challenges and get them on track or get them back on track  Resolve customer Tier 1 complaints or properly escalate all unresolved client issues / problems to Team Lead  Follow-up with all contacts in a timely, well-prepared and professional manner  Meet service targets set by the department. Characteristics, capabilities, and capacities most critical for effectiveness in this role— Critical Competencies What effective performers display.  Strong written communication skills  Strong interpersonal skills and organizational skills  Ability to work professionally & efficiently with minimal supervision  Ability to work in a fast-paced environment  Computer savvy & literate  Must be highly motivated and able to multi-task  Able to learn, or already has, in-depth knowledge and understanding of Weight Watchers programs, policies, procedures, materials, products and services  Willingness to continually participate in self-improvement and skill development training Weight Watchers Canada will provide the training & access to the suite of tools that an At- Requirements Home CSR will need to be successful in the role. The At-Home CSR, in turn, will need to provide the following:  Computer: Desktop PC, Laptop PCs or Macintosh computer. Home Office 1. 1Ghz-2Ghz processor 2. Windows: Windows 7 is the recommended Windows operating system, but XP or Vista is supported. Windows 8 isn’t currently supported. MAC OS: MAC OS X v10.5 (Leopard) is the minimum requirement. 3. 512MB-1GB of RAM 4. Sound card, speakers 5. 15-17" monitor 6. Virus and spyware protection software and a working firewall. Windows firewall will be fine, but sometimes purchase of another spyware software is required. 7. Software programs that may be required include Microsoft Office (Microsoft Word and Excel), WinZip and/or Adobe Acrobat reader.  High-Speed Internet Connection: DSL and cable and wireless are allowed. Dial-up Internet connection is not permitted.  Working Phone Number: Should be provided by the At-Home CSR as a back-up solution. The primary phone requirement will be provided by the company in the form of a soft phone client to be installed on the computer and only used when working.  Email Account: Will be provided by the company.  Web Browser: Latest versions of at least two of the following…. Internet Explorer, Safari, Firefox, Google Chrome  A 24/7 agent must be prepared to share in the overall team rotation which can, Time Commitment regularly and/or periodically, include working evenings, weekends and holidays.  Bi-weekly schedule will be provided based on the availability provided, in advance, by the 24/7 agent.  Successful completion of web-based and onsite training modules Training