Live Chat Specialist - Remote Work

• *Job Title:** Live Chat Specialist - Remote Work
• *Company:** Nationwide
• *Location:** Jacksonville, Florida, US (Remote...
• *Job Type:** Part-Time
• *Seniority Level:** Associate Level
• *Years of Experience Required:** 2

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### **Job Description:**

As a Live Chat Specialist at Nationwide, you will play a vital role in enhancing customer experiences through prompt and effective communication. We are seeking a motivated and resourceful individual who thrives in a fast-paced environment and is passionate about delivering exceptional customer service. This remote position provides you with the opportunity to work from the comfort of your own home while being part of a dynamic team committed to excellence.

### **Key Responsibilities:**

• **Customer Interaction:** Engage with customers via live chat, addressing inquiries, providing product information, and resolving issues in a timely manner.

• **Problem Solving:** Utilize troubleshooting skills to accurately identify customer problems and provide effective solutions, ensuring a positive customer experience.

• **Documentation:** Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in the company’s CRM system.

• **Collaboration:** Work closely with other departments (e.g., Sales, Technical Support) to resolve complex customer issues and enhance overall service efficiency.

• **Product Knowledge:** Stay updated on the company’s product offerings and policies to deliver informed and knowledgeable responses to customer inquiries.

• **Feedback Collection:** Gather and report customer feedback and insights to help the company continuously improve its services and products.

• **Performance Metrics:** Meet and exceed established KPIs, including response time, resolution rate, and customer satisfaction scores.

• **Training Participation:** Engage in ongoing training and development programs to enhance skills and knowledge pertaining to customer service and company products.

• **Sustainable Practices:** Promote and uphold Nationwide’s commitment to environmental responsibility and sustainable practices through your work.

### **Requirements:**

• **Experience:** Minimum of 2 years in a customer service role, with a focus on live chat or digital communication preferred.

• **Education:** High school diploma or equivalent; additional education in communication, business, or related field is a plus.

• **Technical Skills:** Proficiency in live chat software and CRM systems; ability to quickly learn new technologies and tools.

• **Personality Traits:**
• **Motivated:** A self-starter who takes initiative and has a strong desire to exceed customer expectations.
• **Resourceful:** Ability to think critically and creatively when resolving customer issues.

• **Soft Skills:**
• **Planning:** Excellent organizational skills with the ability to manage multiple chats and prioritize effectively.
• **Attention to Detail:** Meticulous in communication, ensuring clarity and accuracy in all messages to customers.

### **Benefits:**

• Life insurance
• Paid sick leave
• Opportunities for travel

### **Working Environment:**

Nationwide is dedicated to creating a work environment that is not only supportive and inclusive but also committed to environmental responsibility and sustainable practices. We believe in taking care of our planet and our people.

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• *Deadline to Apply:** 2024-10-27• *Equal Opportunity Statement:** Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

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