Experienced Chat Support Executive - Remote Customer Service Leadership Role

Transforming Customer Experience with 2Bros Services

At 2Bros Services, a leading residential and commercial remodeling company, we're on a mission to revolutionize the customer experience through exceptional service and support. As a pioneer in the construction industry, we've grown into a $35MM company with a strong reputation for delivering outstanding results and fostering long-term relationships with our clients. With a commitment to "The Brothers Way," our core values of competitiveness, dedication, innovation, and customer-centricity, we're seeking an experienced Chat Support Executive to join our remote team and drive success in our customer support operations.

About the Role

As a Chat Support Executive, you will play a pivotal role in shaping the customer experience and ensuring that our clients receive top-notch support throughout their journey with us. You will lead a team of customer support representatives, overseeing the development and implementation of customer service policies and procedures, and driving quality assurance initiatives to maintain our high standards. If you're a seasoned customer support professional with a passion for leadership and a knack for delivering exceptional results, we want to hear from you!

Key Responsibilities

• Leadership and Team Management: Manage a team of customer support representatives, providing guidance, coaching, and feedback to ensure they deliver exceptional customer service.
• Customer Service Oversight: Oversee the customer service process, ensuring that all customer inquiries and concerns are addressed promptly and professionally.
• Issue Resolution: Resolve customer complaints and escalate complex issues to relevant stakeholders as needed.
• Policy Development: Create and implement customer service policies and procedures to enhance the overall customer experience.
• Training and Development: Plan and deliver training programs to ensure that customer support representatives have the necessary skills and knowledge to provide excellent service.
• Staffing and Recruitment: Participate in the hiring process, selecting and onboarding new customer support representatives to join the team.
• Performance Monitoring: Monitor the performance of individual representatives and the team as a whole, providing feedback and coaching to drive improvement.
• Quality Assurance: Conduct quality assurance surveys with customers, gathering feedback to inform service improvements and optimize the customer experience.
• Product Knowledge: Maintain up-to-date product knowledge to enhance customer support and ensure that representatives are equipped to address customer inquiries.
• Team Environment: Foster a positive and productive team environment, promoting collaboration and teamwork among customer support representatives.

Essential Qualifications

• Bachelor's Degree: A bachelor's degree in administration or a related field is required.
• Experience: A minimum of 3 years of experience in customer support or a related field is necessary.
• Communication Skills: Excellent interpersonal and written and oral communication skills are essential.
• Leadership Ability: Proven ability to lead a team and drive results is required.
• CRM Systems: Knowledge of CRM systems and computer skills are necessary.

Preferred Qualifications

• Mediation and Conflict Resolution: Knowledge of mediation and conflict resolution techniques is desirable.
• Industry Experience: Experience in the construction or remodeling industry is a plus.

Skills and Competencies

To succeed in this role, you'll need to possess a range of skills and competencies, including:

• Customer-Centricity: A strong focus on delivering exceptional customer service and ensuring customer satisfaction.
• Leadership and Management: Proven ability to lead and manage a team, driving results and promoting a positive team culture.
• Communication and Interpersonal Skills: Excellent written and oral communication skills, with the ability to interact with customers, representatives, and stakeholders.
• Problem-Solving and Analytical Skills: Ability to analyze issues, identify solutions, and implement effective resolutions.
• Adaptability and Flexibility: Willingness to adapt to changing priorities and circumstances, with a flexible and responsive approach.

Career Growth Opportunities

At 2Bros Services, we're committed to supporting the growth and development of our employees. As a Chat Support Executive, you'll have opportunities to:

• Develop Your Skills: Enhance your leadership, communication, and customer service skills through training and development programs.
• Advance Your Career: Progress to senior leadership roles or explore new opportunities within the company.
• Join a Dynamic Team: Collaborate with a talented and dedicated team, working together to drive success and achieve our mission.

Work Environment and Company Culture

At 2Bros Services, we pride ourselves on our positive and supportive company culture. As a remote Chat Support Executive, you'll enjoy:

• Flexible Work Arrangements: Work from home or a remote location, with flexible scheduling to suit your needs.
• Collaborative Team: Join a talented and dedicated team, working together to drive success and achieve our mission.
• Professional Development: Opportunities for training, development, and career advancement.

Compensation and Benefits

We offer a competitive compensation package, including:

• Performance Bonus: Earn a performance bonus based on individual and team performance.
• Professional Development: Opportunities for training and development to enhance your skills and career prospects.
• Vacation and Paid Time Off: Enjoy paid vacation and time off to relax and recharge.
• 401K and Retirement Plans: Participate in our 401K and retirement plans to secure your financial future.
• Medical, Dental, and Vision: Comprehensive medical, dental, and vision coverage to protect your health and wellbeing.
• Life Insurance: Life insurance coverage to provide peace of mind for you and your loved ones.
• Flexible Schedules: Flexible scheduling to suit your needs and promote work-life balance.

Join Our Team!

If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you! At 2Bros Services, we're committed to delivering exceptional customer service and support, and we're looking for talented individuals to join our team. Apply today to become a Chat Support Executive and help us drive success in our customer support operations.

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding and challenging career with 2Bros Services!