Live Chat Support (Work from home)

Job Overview

Universal Logistic Inc. is seeking a dedicated and articulate Live Chat Support professional to join our team. This is a Full-Time, fully remote position, allowing you to work from the comfort of your own home. We are looking for an individual who is passionate about providing outstanding customer service and is adept at resolving queries efficiently through digital communication channels. As a key member of our support team, you will be the first point of contact for our customers, playing a vital role in maintaining our reputation for excellence.

The successful candidate will receive a competitive hourly wage of $28 - $35 USD per hour.

Universal Logistic Inc. is a leading asset-light provider of customised transportation and logistics solutions across the United States, Mexico, and Canada. We specialise in providing our customers with scalable supply chain solutions that adapt to their changing demands. Our services encompass transportation, intermodal, contract logistics, and global trade management. By integrating advanced technology with a professional network, we empower our clients to enhance efficiency, reduce costs, and navigate the complexities of modern business.

Key Responsibilities

• Respond to customer queries in a timely, accurate, and professional manner via live chat.
• Identify and assess customer needs to achieve satisfaction and provide appropriate solutions.
• Troubleshoot problems and provide clear, step-by-step guidance to users.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Escalate unresolved issues to the appropriate internal teams.
• Share feature requests and effective workarounds with team members and other relevant departments.
• Follow up with customers to ensure their issues have been fully resolved.
• Contribute to team efforts by accomplishing related results as needed.

Qualifications And Skills

• Proven experience in a customer support role, preferably as a Live Chat Agent or similar.
• Exceptional written communication and interpersonal skills in English, with a keen eye for grammar and punctuation.
• Strong multitasking abilities, with the capacity to manage multiple chat conversations simultaneously.
• Excellent problem-solving skills and the ability to think on your feet.
• A patient and empathetic attitude towards customers.
• Familiarity with CRM systems and practices is advantageous.
• Ability to work independently and effectively in a remote setting.
• A private, quiet workspace and a reliable, high-speed internet connection are essential.

Benefits

• Competitive salary
• Performance-based annual bonus
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid vacation, sick leave, and company holidays
• Company-paid life insurance
• Employee Assistance Program (EAP)
• Professional development and training opportunities
• Career advancement opportunities
• Remote work flexibility
• Company-provided laptop and work equipment