Online Live Chat Representative

? *Job Title: Online Live Chat Representative**? *Company: Phillips 66**? *Location: Austin, Texas, US...? *Job Type: Part-Time**? *Seniority: Associate Level**? *Years of Experience: 3**? *Company Overview:**At Phillips 66, we are committed to creating a diverse and inclusive workplace that encourages ongoing personal and professional development. We believe in investing in our employees, fostering an engaging environment where every team member can thrive.? *Position Overview:**We are seeking a dedicated and proactive Online Live Chat Representative to join our customer support team. In this integral role, you will be responsible for providing outstanding customer service through our live chat platform. You will engage with customers to understand their needs, resolve inquiries, and ensure a positive customer experience. This position requires a reliable and resilient individual with strong people management skills and exceptional attention to detail.? *Key Responsibilities:**
• **Customer Interaction:** Respond promptly to customer inquiries and provide accurate information regarding our products and services through live chat support.
• **Issue Resolution:** Effectively troubleshoot and resolve customer concerns, ensuring a smooth and satisfactory resolution process.
• **Service Excellence:** Uphold the company?s service standards by maintaining professionalism and showcasing a positive attitude in all customer interactions.
• **Collaboration:** Work closely with other team members and departments to escalate issues and ensure comprehensive support for customers.
• **Documentation:** Accurately document customer interactions and update customer records in the system as needed.
• **Feedback Collection:** Gather customer feedback and report insights to the management team to help improve services and processes.
• **Product Knowledge:** Stay up-to-date with Phillips 66 products and services to provide the most relevant information and support to customers.
• **Training Participation:** Engage in required training sessions to enhance skills and knowledge continually, contributing to personal and professional growth.
• **Performance Metrics:** Meet or exceed key performance indicators (KPIs) set by the management team, including response times, customer satisfaction ratings, and resolution rates.
? *Requirements:**
• **Experience:** A minimum of 3 years in a customer service role, preferably in an online support environment.
• **Education:** High school diploma or equivalent; additional educational qualifications in communications or related fields are a plus.
• **Personality Traits:**
• Reliable: Dependably performs job duties and maintains consistent communication with team members and customers.
• Resilient: Demonstrates the ability to manage stress and adapt to changing situations or demands.

• **Soft Skills:**
• People Management: Skilled in managing customer relationships, demonstrating empathy and patience while addressing inquiries and complaints.
• Attention to Detail: Exhibits a high level of accuracy when documenting interactions and processing information, ensuring customer needs are met without oversight.
? *Benefits:**
• Life Insurance
• Parental Leave
• Paid Overtime
? *Working Environment:**At Phillips 66, we encourage a culture of ongoing learning and development for personal and professional growth. Our team is committed to fostering a supportive environment that prioritizes employee well-being and growth.? *Deadline to Apply:** October 21, 2024? *Equal Opportunity Statement:**Phillips 66 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, sexual orientation, gender identity, national origin, disability, or veteran status.

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