Chat Support Specialist

Job Title: Chat Support Specialist

Company: A-Better Heat & Air Conditioning

Location: Remote (Candidates must be based in Ohio or Pennsylvania, United States)

Employment Type: Full-Time

Job Overview

A-Better Heat & Air Conditioning, an established and respected Oklahoma-based contractor, is seeking a dedicated and articulate Chat Support Specialist to join our team. With over 40 years of experience providing premier heating, ventilation, and air conditioning (HVAC) solutions, we pride ourselves on exceptional customer service. In this full-time, remote role, you will be the first point of contact for our customers online, providing timely and professional support via live chat. The ideal candidate is a skilled communicator with a passion for helping people and solving problems efficiently.

Responsibilities

As a Chat Support Specialist, you will be responsible for a range of duties focused on ensuring a positive customer experience. Your key responsibilities will include:
* Engaging with customers through our online chat platform to answer questions, provide product information, and offer support.
* Troubleshooting customer issues related to HVAC systems, including central air conditioning, ductless mini-splits, and indoor air quality products.
* Accurately scheduling service appointments and consultations for our certified technicians.
* Maintaining detailed and precise records of all customer interactions and transactions within our company systems.
* Collaborating with technical staff and other departments to resolve complex customer enquiries.
* Upholding the company's reputation by providing a friendly, professional, and knowledgeable service at all times.
* Identifying opportunities to improve the customer experience and forwarding feedback to the relevant teams.

Qualifications

To be successful in this role, you should possess the following skills and experience:
* Proven experience in a customer service or support role, with a strong preference for candidates with live chat experience.
* Exceptional written communication skills, including a strong command of English grammar, spelling, and punctuation.
* Excellent typing speed and accuracy, with the ability to manage multiple chat conversations simultaneously.
* Strong problem-solving skills and the ability to think critically under pressure.
* A patient, empathetic, and customer-centric approach.
* Proficiency in using computers and familiarity with CRM software is advantageous.
* While not essential, a basic understanding of the HVAC industry would be a significant asset.
* Must be legally authorised to work in the United States and be a resident of Ohio or Pennsylvania.

What We Offer

* A competitive hourly wage of $24 - $42 USD per hour, commensurate with your experience and skills.
* A stable, full-time position within a reputable organisation with a 40-year history of success.
* The flexibility and convenience of a fully remote working arrangement.
* A supportive and collaborative team environment where your contributions are valued.