Live Chat Associate - Remote Customer Support Representative - Xerox

Join the Xerox Team as a Live Chat Associate and Elevate Customer Experience

Xerox is seeking a highly motivated and customer-focused Live Chat Associate to join our dynamic team in Washington, D.C. As a Live Chat Associate, you will be the first point of contact for customers reaching out via live chat, providing top-notch support and ensuring a positive experience for every individual. If you're passionate about delivering exceptional customer service and have a strong sense of initiative, we encourage you to apply for this exciting opportunity.

About Xerox and Our Culture

At Xerox, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We believe that innovation comes from empowering our team members to take ownership of their roles and contribute creatively to our objectives. Our company values diversity, inclusivity, and teamwork, and we're committed to creating an environment where all employees can thrive.

Key Responsibilities

As a Live Chat Associate, your primary responsibilities will include:

• Customer Interaction: Engage with customers through live chat, responding to inquiries, concerns, and providing information on our products and services in a prompt and professional manner.
• Issue Resolution: Identify and analyze customer issues, providing effective solutions or escalating issues to relevant departments when necessary.
• Communication: Maintain clear and effective communication with customers, ensuring that all interactions are friendly, helpful, and respectful.
• Product Knowledge: Acquire and maintain thorough knowledge of Xerox products and services, enabling you to offer informed recommendations and support.
• Data Entry: Accurately log customer interactions and feedback in our customer relationship management system, ensuring that all records are up-to-date and informative for future reference.
• Feedback Gathering: Collect and analyze customer feedback to identify trends and areas for improvement in our products and services.
• Team Collaboration: Work collaboratively with team members to meet departmental goals and share insights or challenges encountered while interacting with customers.
• Performance Metrics: Track personal metrics and meet established service level agreements and key performance indicators (KPIs) to meet and exceed company standards.
• Continuous Improvement: Participate in training and development opportunities to continuously enhance your skills and improve customer service processes.

Requirements and Qualifications

To be successful in this role, you should possess the following qualifications:

• Experience: A minimum of 3 years in a customer service or related role, preferably in a live chat environment. Experience with Xerox products or services is a plus.
• Education: High school diploma required; associate's or bachelor's degree in a relevant field is preferred.
• Technical Skills: Proficient in using live chat software and customer relationship management systems. Familiarity with Microsoft Office Suite and other productivity tools is advantageous.

Essential Skills and Competencies

We are looking for a candidate who possesses the following essential skills and competencies:

• Motivated: Demonstrates a strong sense of initiative and drives toward achieving customer satisfaction and personal excellence.
• Resourceful: Ability to think critically, access and analyze information, and provide timely solutions to customer inquiries.
• Decision-Making: Ability to assess customer needs and make informed decisions on the best course of action.
• Teamwork: Strong collaborative skills, enabling effective partnerships within the customer service team and other departments.

Career Growth Opportunities and Learning Benefits

At Xerox, we are committed to the growth and development of our employees. As a Live Chat Associate, you will have access to various training and development opportunities, including:

• Comprehensive Training Program: Our comprehensive training program will equip you with the knowledge and skills necessary to excel in your role.
• Mentorship: You will be paired with an experienced mentor who will provide guidance and support throughout your tenure.
• Career Advancement Opportunities: We offer career advancement opportunities for employees who demonstrate exceptional performance and a strong commitment to their role.

Work Environment and Company Culture

At Xerox, we strive to create a work environment that is inclusive, diverse, and supportive. Our company culture is built on the following values:

• Innovation: We encourage innovation and creativity, empowering our employees to think outside the box and contribute to our objectives.
• Teamwork: We believe in the power of teamwork, fostering a collaborative environment where employees can share ideas and expertise.
• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive Salary: A competitive salary starting at $ [insert salary range].
• Benefits:
  • Free accommodation
  • Gym membership
  • Relocation allowance

How to Apply

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application by October 10, 2024. We are excited to review your application and discuss this opportunity further.

Apply To This Job

Equal Opportunity Statement

Xerox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.