Online Chat Representative - Jobs in Edmonton, AB

Job Description

We require managerial support via Facebook Chat and Online Reception duties. Phone use, texting, emailing and online chat.(50 CALLS / 50 TEXTS SHOULD BE THE GOLD STANDARD AND BARE MINIMUM DAILY)***MOST IMPORTANT THING FOR BRYAN IS THIS***GOLD STANDARD WILL EQUAL SUCCESS AND RESULTSRESULTS MAY NOT REQUIRE GOLD STANDARD EVER DAY AKA20 CALLS AND 20 APPS IS ONE AMAZING DAY.OUR MANAGERS AND ALL SUPPORT STAFF SHOULD HAVE AT LEAST ONE VIDEO CALL EACH DAY TO DO A 45 MIN TEAM GAME PLAN MEETING TOP TO BOTTOM AND THEN GO EXECUTE.FORMAT FOR NOTES: DATE WHATS NEEDED - ACTION DONE . IE. 01/25 NEED DL/POI/PROOF OF RES- CALL TEXT VM EM SENT THIS AM BUT WE DO NOT NEED TO KEEP ADDING A MILLION NOTES ON CALLS I SIMPLY WANT TO KNOW WHAT DO WE NEED / WHAT HAS ALREADY BEEN SENT IN AND WHO ARE WE APPROVED WITHNew lead without app:Call, VM, Text, Email. FB MESSAGE (STEPH CHAT TEAM)Every customer gets a call first thing in the morning or as the lead comes in, if they do not answer you leave a VM “HI THIS IS GREG WITH LEGAL MOTORS OUR FRIENDS AT FNCU TOLD US YOU WERE INTERESTED IN AN ATV FOR YOUR FAMILY I AM SO EXCITED TO HELP GIVE ME A CALL BACK AT (INSERT NUMBER) AND MAKE SURE YOU ASK FOR ME BY NAME AS WE ARE A BIG TEAM, I WILL ALSO SED YOU A TEXT AND CALL YOU LATER IF I DO NOT HEAR FROM YOU, AGAIN THIS IS GREG AT (NUMBER)”Next step is the introduction text.EX: “Hi Jessie, hope you’re having a great start to your day, Gabrielle from Legal Chrysler here, just wanted to touch base with you about your inquiry for a snowmobile, what is the best time to give you a call back Alternatively I can text or email what we need also, what works better for you”The PERSONALIZED (NON TEMPLATE) email should be just as clear, with four basics: ask them how they are, tell them who you are and where you are from and then why you are texting/calling.Every customer, if they do not answer or respond to your calls/text/email gets a second call/text at the end of the day.(MAKE SURE EVERY CLIENT IS ENROLLED IN SOME SORT OF SEQUENCE AT ALL TIMES UNLESS THEY HAVE RESPONDED YOU CAN TURN IT OFF OR IF THEY RESPOND BY EMAIL IT AUTOMATICALLY SHUTS OFF)SHORT TERM SEQUENCE = NEW CLIENTSLONG TERM SEQUENCE = PEOPLE WHO WE DID NOT REACH OR DID NOT GET WHAT WE NEEDEDLET DOWN SEQUENCE= PEOPLE WE COULD NOT HELP OR WHO BOUGHT ELSEWHEREPOST SALE SEQUENCE = SENT WHEN CLIENT HAS RECEIVED THEIR UNITEX: If your hours are 8-4 then the first calls/ texts emails of the day should be getting done starting at 8am, your last/second call/text should be getting done between 3-4.These customers need constant reminders. One call and one text is not good enough.If we have not had communication with the customer through any format, reach out to the chat team and ask them to reach out through facebook again to see if they can bring it back to life. We don’t need to be chasing these customers for a month. 2 weeks is more than enough and that is if we’ve had any communication with them, after 1 week with no communication, send it to the chat team, if they haven’t heard anything then kill the deal. (IF CLINT IS PURPLE OR BLUE LETS GIVE ANOTHER FINANCE MANAGER A SHOT AND PAY A $500 OR 25% ON SKINNY DEALS SPIFF TO THE RPEVIOUS FINANCE MANAGER THAT WAS ORIGINALLY WORKING THE DEAL)Once the file is fully approved, if the approval is not higher than 10k ask for a co-signer, unless they are looking for a kids machine we will not be able to get them anything with that.JUSTCALL:All calls and text need to be done through just call, pay attention to if it says undelivered below the text, it means we have to try another form of communication, call/email/facebook. (KEEP IN MIND THE NUMBER MAY BE A LAND LINE AKA TEXTS WILL NOT WORK WHICH IS WHY WE TRY EMAIL, PHONE, FACEBOOK TO CONFIRM)If you are going through the messages and click one that isn’t relevant to you, re-mark it “unread” . It is probably relevant to someone else that may not see it right away now.Job Types: Full-time, PermanentSalary: $16.00-$17.00 per hourBenefits:

• Flextime

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Application question(s):

• Do you have a quiet work space and home office / computer
• Are you comfortable on the phone with warm clients

Education:

• Secondary School (preferred)

Experience:

• Customer Service and Admin: 1 year (preferred)

Language:

• French (preferred)
• English (preferred)

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