Job Description:
Old Republic International is seeking a highly skilled and experienced Web Chat Manager to join our team in San Diego, California. As a Mid-to-Senior Level position, we are looking for a candidate with at least 8 years of experience in web chat management. The ideal candidate will be confident, resourceful, creative, and innovative, with a proven track record in managing web chat services to drive customer engagement and satisfaction.
Responsibilities:- Manage and oversee all aspects of the web chat platform, including chat agent performance, chat routing, quality assurance, and reporting- Develop and implement strategies to improve customer experience through web chat, including proactive chat invitations, personalized responses, and efficient issue resolution- Collaborate with cross-functional teams to integrate web chat into various customer touchpoints, such as the website, mobile app, and social media channels- Analyze web chat data and metrics to identify trends, insights, and opportunities for optimization- Train and mentor chat agents to ensure high-quality customer interactions and adherence to company policies and procedures- Stay current on industry trends and best practices in web chat management, and implement innovative solutions to enhance the customer experience- Monitor and maintain the web chat platform technology, including troubleshooting technical issues and coordinating with IT support as needed
Requirements:- Bachelor's degree in Marketing, Communications, Business, or related field- Minimum of 8 years of experience in web chat management or customer service- Proven track record of driving customer engagement and satisfaction through web chat- Strong communication and interpersonal skills- Proficiency in web chat platform software and tools- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities- Experience with data analysis and reporting- Knowledge of industry trends and best practices in web chat management
Benefits:- Gym membership- Employee discounts- Company equipment
Working Environment:At Old Republic International, we provide opportunities for unlimited personal and professional growth. Our team is dedicated to fostering a collaborative and supportive work environment where employees can thrive and excel in their careers.
Deadline to Apply:May 25, 2024
Equal Opportunity Statement:Old Republic International is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
