Customer Experience Chatroom Operator
- Full-time: 40 hours per week
- Shifts: This role is staffed from 8 AM – 12 AM EST.
- Work from home with remote training conducted via Zoom
- Review and respond to inbound text messages using pre-set canned responses.
- Enhance canned responses to add context and a human touch. (Example: If a user says they’re sick, you might add: “Sorry to hear that!”)
- Handle enterprise-level and sensitive conversations with professionalism and discretion.
- Audit chatroom data for accuracy, compliance, and AI training improvements.
- Assist in training new chatroom operators and sharing best practices.
- Support client user acceptance testing (UAT) by evaluating and providing feedback on chat interactions.
- Balance efficiency with high-quality responses to maintain low wait times and minimize backlog.
- Maintain a high level of response quality—interactions are evaluated using a 1-4 rating scale for accuracy and effectiveness.
- Exceptional attention to detail and commitment to accuracy.
- Strong typing skills (no 'hunt and peck' typing).
- Excellent grammar, spelling, and logical reasoning skills.
- Ability to interpret user intent when messages contain typos, slang, or ambiguous phrasing.
- Clear and professional written communication.
- Reliable and responsible for adhering to a designated schedule.
- Ability to handle and analyze sensitive customer interactions.
- Experience with auditing and training is a plus.
- Access to a stable and secure private internet connection (company computer provided).
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