Live Chat Associate

? *Job Title:** Live Chat Associate
? *Company:** J.M. Smucker
? *Location:** Fort Worth, Texas, US...
? *Job Type:** Part-Time
? *Seniority:** Associate Level
? *Years of Experience:** 2

### Job Description:

J.M. Smucker is seeking a dedicated and enthusiastic Live Chat Associate to join our dynamic customer support team in Fort Worth, Texas. In this part-time role, you will be the first point of contact for customers seeking assistance or information about our beloved family of brands. Your primary responsibility will be to provide exceptional, real-time support through live chat, ensuring a positive and engaging experience that upholds our high standards for customer satisfaction.

### Key Responsibilities:

• **Customer Engagement:** Respond promptly and professionally to customer inquiries via live chat, ensuring a warm and welcoming approach. Strive to create an interactive and helpful customer experience that encourages brand loyalty.

• **Problem Resolution:** Quickly assess and address customer issues by identifying their needs and providing appropriate solutions. This may include troubleshooting product inquiries, processing orders, or handling complaints effectively and empathetically.

• **Product Knowledge:** Maintain a comprehensive understanding of J.M. Smucker?s products, services, and brand values to provide accurate information and support. Continuously update your knowledge base to keep pace with product launches and updates.

• **Documentation:** Accurately document customer interactions in the customer relationship management (CRM) system, ensuring all details are captured for future reference. Identify trends in customer queries and feedback that may aid in improving product offerings or services.

• **Collaboration:** Work closely with other team members and departments to resolve complex issues and escalate customer concerns as needed. Foster a cooperative working environment by sharing insights and solutions with peers.

• **Quality Assurance:** Participate in ongoing training and quality assurance initiatives to enhance your skills and performance. Incorporate feedback into your daily practices to continuously improve customer engagement strategies.

• **Flexibility:** Be prepared to adapt to changing customer needs and operational demands, demonstrating resilience in addressing challenges that arise during your shifts.

### Requirements:

• **Experience:** A minimum of 2 years? experience in a customer service-related role, with demonstrated experience in live chat or similar customer support environments.

• **Education:** High school diploma or equivalent; relevant post-secondary education is a plus.

• **Technical Skills:** Proficient in using live chat software and customer relationship management (CRM) tools. Familiarity with Microsoft Office Suite is preferred.

• **Personality Traits:** Must be reliable and resilient, exhibiting a strong work ethic and the ability to remain calm and effective under pressure.

• **Soft Skills:**
• **Creativity:** Ability to devise innovative solutions to customer inquiries and challenges.
• **Adaptability:** Flexibility in managing multiple tasks and adapting to evolving processes and technologies.

### Benefits:

• **Paid Time Off (PTO):** Provides a balance between work and personal life.
• **Gym Membership:** Encourages a healthy lifestyle and wellness.
• **Training & Professional Development:** Opportunities for career growth and skill enhancement.

### Working Environment:

At J.M. Smucker, we pursue excellence in every endeavor, setting a high standard for achievement. We cultivate an environment that encourages innovation, teamwork, and support among all employees. As a Live Chat Associate, you will be part of a company committed to making a positive impact on our customers and the communities we serve.

### Application Deadline:

Please submit your application by **September 19, 2024.**
? *Equal Opportunity Statement:**

J.M. Smucker is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.

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