**Job Title:** Web Chat Manager - Work from Home
**Company:** Reliance Steel & Aluminum
**Location:** Nelson, Nelson, NZ
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
**About Us:**
Reliance Steel & Aluminum is a leader in the metals service center industry, focusing on high standards of service, safety, and quality. We are committed to fostering a positive working environment that nurtures growth, creativity, and responsibility at all organizational levels.
**Overview:**
We are seeking an experienced, resourceful, and energetic **Web Chat Manager** to join our team. In this part-time role, you will be responsible for overseeing our web chat operations, ensuring high-quality customer interaction, and driving engagement through effective management. You will serve as a key point of contact for our clients, shaping the customer experience through chat support while actively developing your team's capabilities.
**Key Responsibilities:**
1. **Team Leadership and Development:**
- Lead, motivate, and manage a team of web chat representatives, providing daily coaching and feedback to enhance team performance.
- Conduct regular performance evaluations and identify training needs to foster the professional growth of team members.
2. **Operational Management:**
- Oversee the daily operations of web chat services, ensuring timely responses and resolutions to customer inquiries.
- Monitor chat interactions and performance metrics, utilizing analytics to identify areas for improvement.
3. **Customer Engagement:**
- Develop and implement strategies to optimize customer engagement through informative and timely responses via web chat.
- Ensure a high level of customer satisfaction by actively managing and addressing customer concerns and feedback.
4. **Collaborative Communication:**
- Collaborate with cross-functional teams to align chat support with broader company initiatives and campaigns.
- Act as a liaison between customers and internal departments to ensure effective communication and prompt issue resolution.
5. **Technology Utilization:**
- Leverage chat software and tools to monitor performance, track interactions, and improve service efficiency.
- Stay updated on industry trends and emerging technologies relevant to chat support and customer engagement.
6. **Process Improvement:**
- Identify and recommend process enhancements to increase efficiency and overall chat performance.
- Develop and maintain chat scripts and knowledge bases, ensuring all information is accurate, relevant, and up-to-date.
7. **Reporting & Analysis:**
- Prepare and present regular reports on chat performance metrics, customer satisfaction scores, and team effectiveness to senior management.
- Analyze chat data to make informed decisions about operational improvements and resource allocation.
**Requirements:**
- **Experience:** A minimum of 5 years in customer service with at least 2 years in a managerial role, preferably within a web chat or digital communication context.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Skills:**
- Proficient in using chat support technologies and customer relationship management (CRM) platforms.
- Strong analytical skills to assess performance metrics and drive improvements.
- Excellent written and verbal communication skills with a knack for problem-solving.
- **Personality Traits:**
- Resourceful: Ability to quickly adapt and resolve challenges efficiently.
- Energetic: A self-starter who fosters positivity and enthusiasm within the team.
- **Soft Skills:**
- Leadership: Proven ability to inspire, motivate, and guide a diverse team.
- Adaptability: Flexibility to adjust strategies and processes in response to shifting demands and trends.
**Benefits:**
- Competitive retirement plan to help you prepare for the future.
- Paid overtime for eligible hours worked beyond your standard schedule.
- Vision insurance to support your eye health and well-being.
**Working Environment:**
At Reliance Steel & Aluminum, we cultivate a sense of ownership and responsibility at every level. We believe in empowering our employees to take initiative and contribute innovative ideas to improve our operations and customer experience.
**Application Deadline:**
Please submit your applications by **October 7, 2024**.
**Equal Opportunity Statement:**
Reliance Steel & Aluminum 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, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
