Live Chat Specialist

3 weeks ago


Hamilton, Canada Long-Lane Industries Inc. Full time

Our ideal Live Chat Representative is a well-rounded individual with outstanding communication skills and a passion for excellence in customer service. Being comfortable within a fast-paced and growing environment such as ours is key, as is attention to detail and a sense of urgency. This role is mainly computer-based, managing multiple Live Chats (coming through our website) with the utmost of care and professionalism. This will entail answering any questions our site visitors may have and providing relevant information in accordance with approved scripts. The main objective is to connect our site visitors to our practice-based PLs who will then work on booking them for an in-person consultation

**Responsibilities**:
**Responsibilities include but not limited to**:

- Utilizing our CRM tool to interact with prospective patients in an effort to schedule them in-clinic or virtual consultations
- Managing multiple chat-based conversations in real time while providing timely responses
- Following our lead journey process as applicable
- Focusing on quantity: responding effectively to 100% of live chats
- Focusing on quality: having meaningful conversations with prospective patients, answering their questions and
- Collaborating with Leadership as needed or directed to reach strategic sourcing and sales goals
- Assisting with PL efforts for other practice locations as needed
- Providing accurate information to including starting prices or other approved information
- Qualifying leads
- Assisting in any sales-related administrative tasks as needed or as assigned
- Other ad hoc projects and tasks as assigned

**Skills Required**:
**Preferable Skills and Qualifications**:

- Must be available for training from 9am-5pm local time
- Must be available to work on a Saturday or Sunday (huge plus if available on both weekend days)
- At least 1 year of sales experience, preferably in inside sales and/or remote positions
- Experience using a CRM tool, preferably Intercom or Salesforce
- Typing speed of 60+ words per minute
- Ability to manage multiple live chat conversations at any given time while providing outstanding customer service to include quick, accurate and timely responses
- Proficiency in Microsoft Office and Google Suite
- Excellent verbal and written communication
- Ability to achieve defined targets and KPIs, as set by the Director of Sales Operations
- Strong organizational and multitasking skills
- Ability to work independently and as part of a team, self-motivation, adaptability, and a positive attitude.
- Ability to learn new techniques, perform multiple tasks simultaneously, keep accurate records, follow instructions, and comply with company policies

**Job Types**: Full-time, Part-time

**Salary**: $22.50-$23.40 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Hamilton, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: In person



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