Experienced Online Live Chat Representative – Delivering Exceptional Customer Service in a Dynamic and Supportive Environment
Introduction to Phillips 66 and Our Mission Phillips 66 is a leading energy company with a rich history of innovation and a commitment to excellence. We are dedicated to providing high-quality products and services that meet the evolving needs of our customers. Our mission is to create value for our shareholders, customers, and communities by operating in a safe, efficient, and environmentally responsible manner. As we continue to shape the future of energy, we are seeking talented and passionate individuals to join our team and contribute to our success. Role Overview and Responsibilities We are currently seeking an experienced Online Live Chat Representative to join our dynamic customer service team in Chicago. As an Online Live Chat Representative, you will play a vital role in providing exceptional customer service via live chat, ensuring that our customers have a seamless experience while interacting with our brand. Your primary responsibilities will include: Customer Engagement: Actively interact with customers through live chat to understand their needs, answer inquiries, and provide solutions in a prompt and professional manner. Problem-Solving: Utilize effective problem-solving skills to address customer concerns and resolve issues in real-time, ensuring customer satisfaction is achieved with each interaction. Product Knowledge: Maintain a thorough understanding of Phillips 66 products and services to accurately inform customers, assist with troubleshooting, and sell additional services where appropriate. Documentation: Accurately log customer interactions, capturing essential information to improve future customer experiences and contribute insights into product enhancements. Collaboration: Work closely with other customer service team members, sales, and technical support to escalate and resolve customer issues that require further assistance or intervention. Performance Metrics: Meet and exceed individual and team performance goals for response time, customer satisfaction ratings, and issue resolution rates. Training and Development: Participate in ongoing training sessions to enhance product knowledge, chat techniques, and customer service skills. Feedback Contribution: Provide insights and feedback from live chat interactions to management for process improvement, potential training opportunities, and product development. Essential Qualifications and Skills To be successful in this role, you will need to possess the following essential qualifications and skills: Education: Bachelor's degree preferred; equivalent experience in customer service may be considered. Experience: Minimum of 4 years of experience in customer service or a related field, preferably in a live chat environment. Technical Skills: Proficient in using live chat software, CRM systems, and other related technology platforms. Basic understanding of web technologies and customer service practices. Personality Traits: Passionate about providing top-tier customer service. Energetic and enthusiastic, capable of maintaining a positive demeanor in all interactions. Soft Skills: Exceptional leadership abilities to inspire and motivate teammates. Strong problem-solving capabilities, able to think critically under pressure. Excellent communication skills, both written and verbal. Preferred Qualifications and Skills While not essential, the following qualifications and skills are preferred: Previous Experience in the Energy Industry: Familiarity with the energy industry and its products and services. Additional Language Skills: Ability to communicate effectively in multiple languages. Certifications or Specialized Training: Relevant certifications or specialized training in customer service, live chat, or a related field. Career Growth Opportunities and Learning Benefits At Phillips 66, we are committed to the growth and development of our employees. As an Online Live Chat Representative, you will have access to: Ongoing Training and Development: Regular training sessions to enhance your product knowledge, chat techniques, and customer service skills. Career Advancement Opportunities: Opportunities to advance your career within the company, either within the customer service team or in other departments. Mentorship and Coaching: Guidance and support from experienced colleagues and supervisors to help you achieve your career goals. Work Environment and Company Culture At Phillips 66, we foster a culture of integrity and ethical conduct. We value honesty, accountability, and respect among our team members and customers. Our work environment is dynamic, supportive, and inclusive, with a focus on: Teamwork and Collaboration: We work together as a team to achieve our goals and provide exceptional customer service. Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive environment for all employees. Work-Life Balance: We recognize the importance of work-life balance and offer flexible scheduling and remote work options to support our employees' needs. Compensation, Perks, and Benefits We offer a competitive salary and a range of benefits, including: Competitive Salary: A salary that reflects your experience and qualifications. Performance-Based Incentives: Opportunities to earn bonuses and incentives based on your performance. Parental Leave: Support for new parents, including parental leave and flexible scheduling. Free Food in the Workplace: Access to free food and beverages in the workplace. Vision Insurance: Comprehensive vision insurance to support your eye health. Conclusion and Call to Action If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As an Online Live Chat Representative at Phillips 66, you will be part of a dynamic team that is shaping the future of energy. Don't miss this chance to join our success story and take your career to the next level. Apply now and let's discuss how you can become a vital part of our team. Equal Opportunity Statement: Phillips 66 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives. Apply for this job