This position is responsible for developing customer communications to ensure a high quality, consistent customer experience. This includes reviewing and responding to all Chemistry.com member inquiries that require a customized email response.
Handle fluctuating volume as it corresponds to site updates.
Research accounts using the Customer Service Application (CSA) and Rightnow; requires extensive knowledge of the Chemistry.com product and all related features.
Locate information and document customer accounts in CSA and Rightnow.
Make updates to customer accounts in the CSA as well as on the Chemistry.com website if applicable.
Process subscriptions and refunds, as well as any other necessary transactions.
Use intuitive skills to effectively determine customer needs, research possible causes, and create correspondence to fully address and resolve customer inquiries.
Strive to enhance the customer’s site experience by providing high-quality, responsive, and empathetic service.
Relay any trends of potential defects or other patterns noticed to Customer Care Management.
Other duties as assigned by management.
Meet Customer Satisfaction goal at 50% satisfied
Consistently meet 90% Quality score
Min. 2 years customer support experience.
Min. 4 years writing experience.
College degree preferred. Journalism degree a plus.
Superb written communication skills; excellent grammar, vocabulary, syntax.
Working knowledge of Windows Operating System and various internet browsers.
High attention to detail.
Excellent decision making skills.
Ability to multi-task and manage time effectively in order to meet required email response times; ability to adjust to fluctuating workflow on a daily basis.
Ability to work with little direction or oversight.
Ability to communicate with the appropriate tone based on the reported issue and the level of frustration expressed by the customer.
Successfully complete initial training, as well as any new product or ongoing training and score acceptably on job related testing assessments.
Ability to discuss all Match.com LLC products and be able to communicate and cooperate with other liaisons within Match.com LLC to problem solve and clarify issues.
Ability to understand a wide variety of people, determine their needs and be able to communicate in a compelling, empathetic, and personal manner; must be able to provide assistance without involving personal beliefs, standards, or expectations.
Willing to commit to a specific shift schedule as well as work some overtime/weekends.
In April of 2015, Match turns 20 years old as one of less than a handful of tech companies born in 1995 that still leads its category. And...