Chat Work from Home Jobs Live Chat Agent 2021

SUMMARY

The Ford Digital Communication Specialist (FDCS) must possess the skills to answer inbound chats, emails, social media, and/or correspondence from customers and properly address inquiries.

The FDCS will deliver and foster a premier level of service for Ford customers based on trust and respect. The FDCS must have a genuine passion for assisting customers and handling their concerns/inquiries with a high degree of care and competence.

RESPONSIBILITIES

• Ability to maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information including:
  • Accurately respond to customer inquiries through instant messaging software
  • Utilize available resources to respond to customer inquiries

• Corresponds with customers via mail, if working the Correspondence contact stream as needed.
• Outbound phone calls to customers and dealerships on occasion.
• Researches and determines appropriate actions based on policies, procedures, dealer/region feedback and job aids.
• Responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
• Takes personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
• Remains knowledgeable and current with all policies, procedures, processes, and changes. , process knowledge, and company and product information.

EDUCATION

• High School Diploma required. Associates degree or 2 + years college coursework completed preferred.

EXPERIENCE

• 1-2 years’ customer service experience, preferably in a contact center operations environment.
• Additional experience in customer sales, customer service, or digital communications is a plus.

SKILLS

• Must be able to multi-task
• Knowledge of call center environment