Remote Live Chat Manager

Job Description:

Xcel Energy is seeking a Remote Live Chat Manager to join our team in Jacksonville, Florida. As a Mid-to-Senior Level position, the ideal candidate will have at least 7 years of experience in a similar role...

Responsibilities:
• Manage a team of remote live chat agents to ensure exceptional customer service and satisfaction
• Monitor live chat conversations to provide feedback and coaching to agents
• Develop and implement strategies to improve efficiency and effectiveness of live chat operations
• Collaborate with other departments to address customer issues and provide solutions
• Analyze data and performance metrics to make data-driven decisions
• Train new agents on live chat software and best practices
• Take escalated customer inquiries and provide resolutions in a timely manner

Requirements:
• Energetic and dedicated personality
• Strong communication and organizational skills
• Experience in project management
• Excellent critical thinking skills
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office Suite and live chat software
• High school diploma or equivalent, Bachelor's degree preferred

Benefits:
• Employee discounts on Xcel Energy products and services
• Paid overtime for hours worked beyond standard shift
• Profit sharing opportunities for eligible employees

Working Environment:
At Xcel Energy, we strive to cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration to achieve our goals and provide exceptional service to our customers.

Equal Opportunity Statement:
Xcel Energy is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees can thrive and succeed. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

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