Online Chat Specialist

About Company

At Covera, we’re committed to ensuring high-quality healthcare is more than just a promise. That’s why we’re leading the way in the emerging science of quality, and connecting providers and payers in their shared quest to improve patient outcomes and care quality. By tackling this challenge, we have the ability to impact millions of lives by raising the standard of care nationwide. Our initial focus is radiology, where an early and accurate diagnosis has a profound impact on the rest of a patient’s care journey. Through our work, which uses clinically-validated science-based tools, we’re helping doctors enhance their care, ensuring patients get the right diagnosis, and enabling the healthcare system to support quality improvement at scale.

Job Title: Online Chat Specialist

Job Summary:

We are seeking a highly skilled and customer-focused Online Chat Specialist to join our team. As an Online Chat Specialist, you will be responsible for providing exceptional customer service and support to our customers through live chat. You will address customer inquiries, resolve issues, and provide product information in a timely and professional manner.

Responsibilities:

Respond to customer inquiries and resolve issues through live chat in a timely and professional manner.

Provide accurate and detailed product information to customers.

Address customer complaints and concerns, and resolve issues promptly.

Utilize knowledge base articles, FAQs, and other resources to provide accurate and helpful responses to customers.

Collaborate with internal teams, such as sales and technical support, to resolve customer issues.

Participate in ongoing training and development to improve knowledge and skills.

Meet or exceed performance metrics, such as first response time, resolution rate, and customer satisfaction.

Requirements:

High school diploma or equivalent required; associate's or bachelor's degree preferred.

1-2 years of experience in customer service, technical support, or a related field.

Excellent communication and interpersonal skills.

Strong problem-solving and analytical skills.

Ability to work in a fast-paced environment and handle multiple conversations simultaneously.

Strong knowledge of computer hardware, software, and technology.

Familiarity with customer relationship management (CRM) software and chat platforms.

Ability to work a variety of shifts, including evenings, weekends, and holidays.

Day-to-Day Duties:

1. Log in to the chat platform and prepare for the day's conversations.

2. Respond to incoming customer chats in a timely and professional manner.

3. Research and resolve customer issues using knowledge base articles, FAQs, and other resources.

4. Collaborate with internal teams to resolve customer issues.

5. Participate in ongoing training and development to improve knowledge and skills.

6. Review and respond to chat transcripts and customer feedback.

7. Meet with supervisors and team members to discuss performance, goals, and customer feedback.

8. Continuously improve knowledge of products, services, and technology to provide accurate and helpful responses to customers.

Performance Metrics:

1. First Response Time (FRT): 90% of chats responded to within 30 seconds.

2. Resolution Rate: 85% of customer issues resolved on the first contact.

3. Customer Satisfaction (CSAT): 90% of customers report being satisfied with the chat experience.

4. Average Handling Time (AHT): 10-15 minutes per chat.

5. Chat Volume: Handle a minimum of 50 chats per shift.

Benefits and Perks

Health Family Support

Financial Security

Learning Development

Rewards Recognition

Wellbeing Mental Health

Work-Life Balance

Fun Perks

Remote

About the Company:
Covera Health

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