Chat/Email Specialist – WAH (no phone remote jobs/hiring ASAP)

Are you customer focused and enjoy helping others? Do you enjoy problem solving? Are you seeking a professional workplace with established processes? Are you looking for a stable, yet fast-paced dynamic environment where you’re treated like family and people care about one another?

If you answered yes to any of the questions above, then we need you as our Chat/Email Specialist! See the details of the position below.

Job Description
Our Chat/Email Specialist is a critical contributor to providing our customers with quality service. Expect detailed training to achieve mastery of processes regarding our products and customer service procedures. There is a family dynamic at The Pond Guy that extends to the customer as we strive to give them the highest quality service possible.

Here are some examples of the actual work your day would include.

Promptly respond to customer queries via email, text and live chat
Assist customers with technical product questions, sales, and order taking via email, text and chat by developing an extensive knowledge base and troubleshooting skills of products

Provide maintenance plans for customers to follow based on their individual pond needs
Be proactive by asking relevant questions to provide the best solutions for customer needs
Research through multiple sources when needed to determine best product/solution for the customer
Use metric goals to improve job performance

Provide high quality engagement both in response time and quality of answer
Encourage customers to register their equipment purchases
Work directly with customers on returns, warranties, deliveries and escalated concerns via chat and emails
Document customer concerns and resolutions with a high level of detail
Special projects

Remote Position
Our Email/Chat Specialist role is a work from home position. However, there are certain times you may be required to come onsite, or report virtually, for training or other employer sponsored events that are during or outside your normal work schedule. Remote employees must be able to meet the standards of The Pond Guy’s telecommuting policy which include internet speeds and workspace requirements.

Don’t know about ponds? That’s ok! You’ll be trained to be proficient in your job. We utilize an interactive combination of hands-on and visual training to ensure everyone has a full understanding of The Pond Guy’s proactive approach to pond management.

Job Requirements
To be successful in this role, you need to have a certain amount of knowledge and skills:

One year of face-to-face sales or customer service experience preferred
Basic mathematic calculations, conversions & ratios
Ability to effectively communicate with customers while documenting relevant information regarding their interaction

Technical background is a plus
Excellent written and verbal communication skills
Proficient in grammar and punctuation
Hands-on mind set with ability to work in an office environment
Proficient computer knowledge in word and excel
High School diploma, college degree preferred

Ability to meet the standards of telecommuting (remote work) policy
This position requires manual dexterity for typing, sitting at a desk and looking at a computer screen for typing for long periods of time. In addition, portions of the training require Chat/Email Specialist to shadow other departments that may require physical activity including lifting 25-35 pounds and standing for long periods of time.

We need a Chat/Email Specialist that has a positive attitude and the words “can’t” and “impossible” are not a part of your vocabulary. You’ll have the ability to learn quickly and retain a large amount of information to help develop exceptional customer service representatives. This person should continually add value to the organization beyond their day-to-day tasks.

Availability
We are looking for both full- and part-time positions. There are 3 shifts available, however there may be flexibility in scheduling down the road. This includes a minimum of 2 Saturdays per month during peak season, March – October.

7:45am-4:15pm
8:45am-5:15pm
9:45am-6:15pm

Compensation
This is a full-time hourly position with the base pay of $17-20/hour based on experience. You can also earn bi-weekly and annual commissions, based on your individual performance.

Benefits include:

Blue Cross Blue Shield Healthcare
Dental Insurance
Vision Insurance
Short-term Disability Insurance

Long-term Disability Insurance
Accident Insurance
Critical Illness Insurance
Life Insurance
Paid Time Off
Holiday pay
401k with employer 4% match and year-end profit sharing
Referral program with opportunities to earn $1,000 per referral

Company Overview
TPG, Inc. is a growing company with over 140 employees. We are a manufacturing company for pond, lake and water garden supplies with customers in all 50 states servicing both wholesale and end-users. We have customers with large ponds used for swimming, fishing and ice skating and customers with decorative water gardens containing Koi, waterfalls, and plants.

Our mission is to be a group of passionate, knowledgeable pond people helping the world enjoy ponds. We offer innovative, proven solutions delivered with a commitment to complete satisfaction… guaranteed.

TPG, Inc. is not just a team, we’re a tribe. A tribe is more like a family and is ongoing. We have fun, pursue our goals together and feed on each other to grow. Becoming part of TPG, Inc. means more than getting a job it’s a career move. We will give you the support you need to grow with us.

Company Divisions
TPG, Inc. encompasses a family of businesses to support customers in all pond aspects.
Airmax, Inc. – business-to-business and manufacturing. airmaxeco.com
The Pond Guy, Inc. – direct-to-consumer. thepondguy.com
The Pond Guy, Inc. – local services division. weknowponds.com

How To Apply For Position
Step 1: Submit Resume.
Step 2: If selected for further review, you will receive a request to take a ten-minute survey. Please complete the survey within three days of receipt.
Step 3: If selected for further review, you will be contacted for an interview.

The Pond Guy, Inc. prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug/toxins test and background check.

Reference: 500000_000_Chat/Email Specialist

•  Health, Dental and Vision Benefits, Life Insurance, Paid Time Off, Paid Holidays, 401k with Employer Match, Short-term Disability, Long-term Disability, Critical Illness Insurance, Accident Insurance