Chat Agent Job at GSR Group, Atlanta, GA

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  • GSR Group
  • Atlanta, GA

Job Description

 

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Live Chat Representative who will serve as the first point of contact for customers reaching out through our online platforms. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities.

Job Details

  • Job Title: Chat Agent
  • Job Type: Full-time
  • Job Category: Customer Service

Job Summary

We are seeking a reliable, articulate, and customer-focused Chat Agent to provide real-time support and assistance to clients through online chat platforms. The ideal candidate will possess strong communication and problem-solving skills, ensuring every interaction delivers a professional and satisfying customer experience. As a Chat Agent, you will represent the company’s voice, respond to inquiries, resolve issues, and provide accurate information promptly and efficiently.

Key Responsibilities:
  • Respond to customer inquiries via live chat, messaging platforms, or email in a timely and professional manner.

  • Provide accurate information about products, services, orders, or company policies.

  • Handle multiple chat sessions simultaneously while maintaining attention to detail and professionalism.

  • Identify customer needs, provide appropriate solutions, and ensure satisfaction with each interaction.

  • Escalate complex or unresolved issues to higher support levels or management as needed.

  • Maintain up-to-date knowledge of company offerings, promotions, and procedures.

  • Accurately document customer interactions, feedback, and resolutions within internal systems.

  • Collaborate with team members and departments to improve response processes and customer experience.

  • Meet or exceed established performance metrics, including response time, accuracy, and customer satisfaction scores.

  • Uphold company standards for tone, accuracy, and professionalism across all written communications.

Required Skills and Qualifications:
  • Excellent written communication skills and attention to grammar, spelling, and tone.

  • Strong problem-solving and critical-thinking abilities.

  • Ability to multitask and manage multiple chat sessions efficiently.

  • Customer-oriented mindset with patience and empathy.

  • Proficiency with computers, web browsers, and customer service software or CRM tools.

  • Ability to adapt quickly to new tools, systems, or procedures.

  • Prior experience in customer service, live chat, or online support is preferred but not required.

  • High school diploma or equivalent required; additional education or training in communication or business is a plus.

Work Environment:
  • Fully remote or hybrid depending on company structure.

  • Requires a quiet workspace, stable internet connection, and reliable computer.

  • Flexible schedules may be available to accommodate different time zones.

  • Paid training and onboarding provided for new hires.

Job Tags

Full time, Remote work, Flexible hours,

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