Online Web Chat Representative

? *Job Title: Online Web Chat Representative**? *Company: Steel Dynamics**? *Location: Philadelphia, Pennsylvania, US...? *Job Type: Part-Time**? *Seniority: Entry Level**? *Years of Experience: 1**? *Company Overview:**Steel Dynamics is a leading steel producer in the United States, committed to innovation, sustainability, and providing exceptional products and services to our valued customers. Our Philadelphia office serves as a vital hub for our operations and is dedicated to delivering the highest level of customer service. We pride ourselves on fostering an inclusive working environment that welcomes diverse talents and perspectives.? *Job Overview:**As an Online Web Chat Representative, you will play a crucial role in our customer service team, engaging with clients through online chat to address inquiries, resolve issues, and provide product information. This entry-level position requires a driven and reliable individual with a keen attention to detail and excellent negotiation skills.? *Key Responsibilities:**
• **Customer Interaction:** Respond promptly to inbound chat inquiries from customers and potential clients in a friendly and professional manner.
• **Issue Resolution:** Manage customer concerns by identifying their needs, troubleshooting problems, and providing accurate solutions or follow-up actions.
• **Product Knowledge:** Gain and maintain a comprehensive understanding of Steel Dynamics products, services, and policies to effectively communicate with customers.
• **Order Processing:** Assist customers with order placement, tracking, and management of existing orders through the online platform.
• **Data Entry & Record Keeping:** Accurately document interactions, maintain customer records, and update relevant information in the customer relationship management (CRM) system.
• **Collaborate with Teams:** Work closely with sales, technical support, and logistics teams to ensure customer queries are resolved efficiently and effectively.
• **Feedback Collection:** Gather customer feedback during interactions and report insights to management for continuous improvement of services.
• **Performance Tracking:** Monitor and report personal performance metrics to identify areas for improvement and growth.
• **Continuous Learning:** Stay updated on product changes, company policies, and industry trends to ensure high-quality service delivery.
? *Requirements:**
• **Education:** High school diploma or equivalent; any further education or training in customer service, communications, or related fields is a plus.
• **Experience:** Minimum of 1 year of experience in customer service, preferably in an online chat or support role.
• **Technical Skills:** Proficient in using computers and online chat systems; familiarity with CRM tools is an advantage.
• **Personality Traits:**
• Driven: Self-motivated with a passion for achieving personal and team goals.
• Reliable: Punctual and dependable with a strong sense of accountability in delivering results.
• **Soft Skills:**
• Negotiation: Ability to handle challenging customer inquiries and negotiate solutions that align with company policies while addressing customer needs.
• Attention to Detail: Strong focus on accuracy in communication and documentation to ensure customer satisfaction.
• **Availability:** Flexibility to work part-time hours, including evenings and weekends as needed.
? *Benefits:**
• **Travel Opportunities:** Engage in occasional travel for training and development programs.
• **Parental Leave:** Support for new parents following the birth or adoption of a child.
• **Dental Insurance:** Comprehensive dental coverage to support your health and well-being.
• **Personal and Professional Growth:** Opportunities for unlimited personal and professional development within a supportive environment.
? *Application Deadline:**Interested candidates are encouraged to apply by October 6, 2024.? *Equal Opportunity Statement:**Steel Dynamics 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Join the Steel Dynamics team and contribute to our success by delivering exceptional customer experiences!

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