Job Description

JOB TITLE: Chat Specialist

DEPARTMENT: 001350 - Corp-Store Support (Department)

STORE: All Store Locations

JOB FAMILY: E-Commerce/Marketing

REPORTS TO: Sr. Director, E-Commerce

SUPERVISORY ROLE: N/A

COMPANY OVERVIEW:

Howard's was founded in 1946 when Howard Roach began repairing radios in the back of a sporting goods store in San Gabriel, California. Due to Howard's focus on customer satisfaction, the business has grown over the past 70 years to become Southern California's largest and most trusted independent retailer of appliances, TVs, and mattresses. With 12 locations, our goal is to provide our customers with the highest level of service, the best product selection, and the best deals around!

JOB SUMMARY:

The Chat Specialist supports our E-Commerce business. This is a hands-on position for an enthusiastic individual with the ability to quickly learn about our products and serve as a product expert to customers as well as provide a concierge level of service. The Chat Specialist will have the ability to communicate with customers and help guide them to the best products.

This position requires you to wear many hats – a typical day will consist of chatting with online customers to provide guidance on the best products to fit their needs, processing e-commerce orders, calling customers to ensure their order meets all their needs or to provide back-order updates or to schedule delivery, making changes to customer orders and finalizing shipments and payments in our database systems.

Our online Chat Specialists are often the first impression a customer has of our organization. This role requires product knowledge as well as excellent communication and customer service skills. We want this first impression to be professional, efficient, and personalized to each customer.

ESSENTIALS FUNCTIONS:

· Monitor and respond to online leads generated via chat, website forms and phone calls

· Excellent product knowledge. Initial training is provided, and product training is ongoing.

· Identify and assess customer needs to achieve satisfaction

· Process customer orders

· Build and maintain customer trust through interactive communication

· Provide accurate, valid and complete information using all provided tools, including website, point of sale and delivery software

· Receive and promptly respond to customer queries

· Manage and Follow up to ensure successful sales through delivery process until completed

· Act as a liaison between e-commerce and other related departments as needed – store / customer service

· Document issues and provide resolutions

· Oversee credits and payments in finance systems which requires attention to detail and follow up.

· Balance store ledger each day and escalate any concerns.

· Meet and/or exceed sales and performance goals

· Maintain accurate records of all customer interactions

· Provide concierge level of customer service before, during and after the sale is complete

· Identify / Report any possible website errors to e-commerce team

· Track and record sales leads for follow up

· Demonstrate a professional and positive attitude at all times

· Confirm and maintain accuracy of all sales and lead information in provided software tools

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:

· Ability to lift up to 25 pounds.

· Requires walking, standing, twisting, bending, and occasional repetitive movement.

· Requires using hand tools

· Requires working indoors in environmentally controlled conditions. Occasionally will go outdoors.

WORK SCHEDULES:

· Available to work mornings, afternoons, evenings and weekends.

· Ability to sustain a good attendance track record.

QUALIFICATIONS:

· Bachelor’s degree in Business related administration or equivalent work experience in online sales

· Excellent written and verbal communication skills

· Excellent Customer service experience

· Ability to understand and follow written and verbal instructions

· Ability to exhibit professional demeanor and patience when handling customer concerns

· Acute attention to detail

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

· Ability to perform diversified clerical functions and basic accounting procedures

· Service oriented mindset

· Positive, customer centric attitude

· Excellent grammar

· Strong chat contact handing and active listening skills

· Must be willing to work in a team environment

· Highly organized and able to work in fast paced environment

· Ability to multi-task and prioritize

· Ability to problem solve

· Tech savvy

· Ability to type at least 45 words per minute

· Ability to flexible schedule as benchmarks are determined

· Fluent in Microsoft suite

· Strict adherence to key performance indicators (KPI) as set by management

· Strive to exceed (KPI) and quality goals as outlined by management

· Ability to be punctual to report to work and adhere to all schedules and deadlines

PREFERRED:

· Bi-lingual Spanish/Tagalog/Vietnamese/Chinese/Korean preferred

Howard’s Appliances, Inc. is an equal opportunity employer and does not discriminate based on race, color, gender, religious creed, religious dress and grooming practices, marital or familial status, domestic partner status, national origin or ancestry, physical or mental disability, medical condition, genetic characteristics or information, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), sexual orientation, military or veteran status, gender identification, and gender expression or any other consideration or characteristic made unlawful by federal, state, or local laws.

Company Description

Howard's was founded in 1946 when Howard Roach began repairing radios in the back of a sporting goods store in San Gabriel, California. Due to Howard's focus on customer satisfaction, the business has grown over the past 70 years to become Southern California's largest and most trusted independent retailer of appliances, TVs, and mattresses. With 12 locations, our goal is to provide our customers with the highest level of service, the best product selection, and the best deals around!