Online Chat Support Assistant

? *Job Title: Online Chat Support Assistant**
? *Company: USAA**
? *Location: Charlotte, North Carolina, US...
? *Job Type: Part-Time**
? *Seniority: Entry Level**
? *Years of Experience: 0**

### Job Description

USAA is seeking a motivated and customer-focused **Online Chat Support Assistant** to join our dynamic team in Charlotte, North Carolina. As an essential part of our service delivery team, you will play a crucial role in providing outstanding support to our members through online chat. This entry-level position is perfect for individuals eager to start their career in customer service while making a meaningful impact in the lives of our clients.

### Key Responsibilities

• **Customer Engagement:** Engage with members through online chat, provide accurate product information, and assist with inquiries in a prompt and professional manner.
• **Issue Resolution:** Investigate customer issues and provide solutions or escalate when necessary, ensuring timely resolution of concerns.
• **Account Assistance:** Guide members through account setup, changes, and navigation of our online services, ensuring a smooth and informative experience.
• **Documentation:** Maintain detailed records of customer interactions, inquiries, comments, and complaints in our CRM system to ensure seamless service continuity.
• **Product Knowledge:** Stay informed about USAA products and services, and enhancements to ensure expert-level knowledge for effective support.
• **Collaboration:** Work closely with cross-functional teams to share insights from customer interactions and suggest improvements for service delivery.
• **Quality Control:** Prioritize quality in communication, ensuring all interactions adhere to USAA's standards of excellence and professionalism.
• **Continuous Learning:** Participate in training sessions and workshops to enhance skills and stay updated on policy and procedural changes.

### Requirements

#### Qualifications:

• **Education:** High school diploma or GED required; some college coursework preferred.
• **Experience:** No prior customer service experience is necessary; however, experience in retail, hospitality, or customer-facing roles is a plus.

#### Skills:

• **Technical Skills:** Proficient in using computers and online communication tools; familiarity with CRM systems is an advantage.
• **Soft Skills:**
• **Communication:** Excellent verbal and written communication skills; ability to convey information clearly and effectively.
• **Planning:** Strong organizational skills with the ability to manage multiple inquiries and prioritize tasks effectively.

#### Personality Traits:

• **Independent:** Ability to work autonomously while demonstrating initiative in problem-solving and decision-making.
• **Adaptable:** Willingness to embrace change and adjust to new challenges, processes, and technology.

### Benefits

• **Dental Insurance:** Comprehensive dental coverage to ensure your health and well-being.
• **Paid Time Off (PTO):** Generous PTO policy to promote a healthy work-life balance.
• **Medical Coverage:** Access to medical benefits to support your health needs.

### Working Environment

At USAA, we prioritize quality in all aspects of our work, products, and services. We foster an inclusive and supportive environment that encourages employee engagement, growth, and commitment to delivering exceptional service to our members.

### Application Information

Interested candidates are encouraged to submit their applications by **November 4, 2024**.
? *Equal Opportunity Statement:**
USAA 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, sex, national origin, disability, or protected veteran status.

Join us at USAA and contribute to our mission of serving the military and their families with excellence!

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