**Job Title:** Live Chat Manager - Remote Work
**Company:** Community Health Systems
**Location:** Nelson, Nelson, NZ
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Summary:**
Community Health Systems is seeking a highly motivated and dynamic Live Chat Manager to join our remote team on a part-time basis. This role is pivotal in ensuring our live chat operations run smoothly, providing exceptional support to our clients and fostering a positive experience that aligns with our mission of promoting community health. The ideal candidate will be energetic, resourceful, and possess natural leadership qualities that inspire a culture of excellence and collaboration.
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### **Key Responsibilities:**
- **Team Management:**
- Lead and supervise a small team of live chat customer service representatives, ensuring high standards of performance and behavior.
- Conduct regular training sessions and performance reviews to elevate team capabilities and customer service skills.
- **Chat Operations:**
- Monitor live chat interactions, ensuring timely and accurate responses to customer inquiries.
- Develop and implement best practices to enhance the efficiency and effectiveness of live chat operations.
- **Customer Engagement:**
- Collaborate with team members to identify customer needs and provide tailored support through proactive and responsive communication.
- Resolve complex customer issues with persuasion and problem-solving skills, ensuring customer satisfaction and loyalty.
- **Performance Analysis:**
- Evaluate chat performance metrics and prepare reports on customer interactions to identify trends and areas for improvement.
- Utilize analytics to drive strategic decisions and optimize live chat procedures.
- **Resource Development:**
- Create and maintain a comprehensive knowledge base for both the team and clients, ensuring all resources are up-to-date and accessible.
- Implement feedback from team members and clients to continuously enhance chat scripts and response templates for effectiveness.
- **Collaboration and Communication:**
- Work closely with other departments, including Marketing, Sales, and Technical Support, to provide cohesive solutions and information to customers.
- Foster a culture of teamwork and open communication both within the chat team and across the organization.
### **Requirements:**
- **Experience:**
- Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a management or supervisory capacity.
- Demonstrated experience with live chat software and customer relationship management (CRM) tools is preferred.
- **Education:**
- Bachelor's degree or equivalent experience in a relevant field of study.
- **Personality Traits:**
- Energetic and personable with a passion for delivering excellent customer service.
- Resourceful and proactive in solving problems and overcoming challenges.
- **Soft Skills:**
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent persuasion skills, capable of influencing customers and team members positively.
- **Technical Skills:**
- Proficiency in using live chat software and fundamental technical knowledge of web and mobile applications.
- Advanced computer skills, including proficiency with standard office software and collaboration tools.
### **Benefits:**
- **Relocation Allowance:** Financial assistance for applicants willing to relocate to Nelson, NZ.
- **Training & Professional Development:** Opportunities for continuous learning with access to workshops, training sessions, and resources for personal and professional growth.
- **Free Accommodation:** Complimentary accommodation for eligible candidates during their initial onboarding period.
### **Working Environment:**
At Community Health Systems, we encourage a culture of ongoing learning and development to promote personal and professional growth. This role offers flexibility as you develop your skills and contribute to a compassionate community-focused organization.
**Deadline to Apply:** September 29, 2024
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**Equal Opportunity Statement:**
Community Health Systems 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 and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
