NYCSC Hybrid Chat Agent

What You’ll be Doing

Do you have a passion for helping others and giving them peace of mind? As a Hybrid Chat Agent, you'll support customers across multiple channels, including chat, text, email, social media, direct messaging, and other nonverbal platforms, while continuing to handle inbound phone interactions. Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

The Hybrid Chat Agent role is designed to support operational needs by combining traditional customer service responsibilities with chat support. Agents will continue handling inbound phone calls while being cross-trained to assist with chat interactions as needed. This role offers an opportunity to expand your skills across multiple communication channels, and as chat demand increases, there may be future opportunities to transition into a full-time chat position based on business needs and performance.

The Hybrid Chat Agent role is designed to support operational needs by combining traditional customer service responsibilities with chat support. Agents will continue handling inbound phone calls while being cross-trained to assist with chat interactions as needed. This role offers an opportunity to expand your skills across multiple communication channels, and as chat demand increases, there may be future opportunities to transition into a full-time chat position based on business needs and performance.

During a Typical Day, You’ll 

•    Chat agents must communicate clearly and concisely with consumers
•    Receive and promptly respond to customer queries
•    Quickly identifies consumers’ needs and asks relevant probing questions to reach first chat resolution
•    Tracks and reports on trends to management
•    Responsible for taking inbound calls as needed
•    Address customers in an upbeat and positive manner. Even when facing complex problems or difficult questions, it’s important that chat associates maintain a good attitude
•    Performs other work as required and assigned

What You Bring to the Role 

•    2 years or more of related customer service experience 
•    Great written communication skills including grammar and spelling Spanish-English
•    You lead by example and work with your team to contribute to the overall success of your client program
•    Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
•    A solution-oriented mindset to ensure happy customers
•    Computer experience
•    High speed internet (> 15mbps) may be required for some programs 
•    Distraction free area/office so we can solely focus on our customers. 

What You Can Expect  

•    Supportive of your career and professional development
•    An inclusive culture and community minded organization where giving back is encouraged
•    A global team of curious lifelong learners guided by our company values
•    Base wage starting at $18.92 plus performance bonus opportunities
•    And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Visit www.hellottecbenefits.com for more information. 

A Bit More About Your Role 

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to Jason Sturm (Manager). You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC 

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect on the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.