Job Description

Job Description

Web Chat Specialist Web Chat Specialist31983



JOB SUMMARY: The Web Chat Specialist will support the online chat feature on Airgas.com. The specialist will be responsible for communicating with customers and resolving their issues via the online chat platform. Based out of the division's business support center (BSC), this position will resolve customer issues related to billing, pricing, cylinder discrepancies, cash applications, as well as various other customer issues. If an issue is too complex for resolution via chat, the Web Chat Specialist will facilitate the necessary escalation and follow the problem through to resolution. Depending on the volume of the chat, the Web Chat Specialist may also be asked to work on other customer related projects. The ideal candidate must be a problem solver with strong written communication skills, as well as a customer first mentality.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following:

* Receive incoming customer questions via online chat portal and resolve in a timely manner

* Interact with customers in a professional manner via written communication

* Document issues and resolutions

* Facilitate escalation of issues to appropriate parties to ensure resolution of customer issues

* Provide feedback to management on common issues and help work on proactive solutions

* Assist with other projects as necessary

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Strong written communication skills

* The candidate must be able to problem solve and quickly research solutions

* Strong organization and follow up skills

* The successful candidate must have a strong client service mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.

PERSONAL CHARACTERISTICS: The successful candidate will possess:

* Good organizational and people skills. The ability to work and navigate within a complex matrixed organization.

* Organize and synthesize information using sound judgment towards making decisions on a routine basis.

* Strong communication and customer service skills and a quality mindset.

* The ability to adapt to a rapidly-changing environment and understand/utilize new technologies and tools.

EDUCATION and/or EXPERIENCE:

* High school diploma or equivalent.

* Customer Service experience preferred.

* Understanding of quality customer service

* Experience with SAP and/or ERP systems a plus, basic excel experience.

* Experience with web chat a plus

* Ability to manage multiple priorities.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Able to talk, hear, walk, sit; use hands to handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel or crouch.

* Specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus objects.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* The noise level in the work environment is usually moderate and the work environment is an office setting.