Remote Professionals Chat AgentLamps Plus is the nation’s largest lighting retailer for best selection, service & value.
Since 1976, we have worked to become a full one stop shop for all lighting and furniture needs.
Our Professionals division is dedicated to focus specifically on our professional customers.
We offer a unique approach with 40 retail stores, $1M+ square feet of warehouse space and a vast online assortment we are able to serve all of our customers in many different ways.Reporting Manager: Thomas GillespieWhat You’ll Do/Who You AreHandles incoming Sales and Customer Service related chats ranging from potential sales opportunities to assisting customers with order changes, status updates and cancellations while focusing on solving any customer problem on the first attempt.Understands all systems and procedures specific to our pros team.Handles customer concerns with empathy and presents Lampsplus.Com in a positive light at all times.Contacts customer via phone when possible to resolve customer inquiries and issues in a timely manner.Demonstrates self-confidence and a desire to go the extra mile to take care of the customer from A-Z in order to create a positive customer experience every time.Partners with Management on escalated customer and product issues.
Identifying trends on issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms including employee errors on orders, product misrepresentation, etc.Provides pro-active, consistent follow-up to all customer inquiries, either via phone/email.Responds and replies to every customer email upon receipt.Documents a complete summary of the customers’ inquiry, actions taken, and expectations set forth on the respective order.You play to win and have a positive outlookYou solve problems by thinking critically and creatively.What You’ll NeedMinimum of 1 year of customer service, administrative or retail background.
Call center experience a plus.Excellent verbal and written communication skills in English.
Must be able to articulate details to customers in a professional and calm manner.Computer literate.
Able to navigate through programs and windows.Excellent typing and data entry skills.Able to multi-task i.E.
talk on the phone and type notes at the same time.Effective problem solver.Must be available to work Saturdays.Regular job attendance is required in accordance with a regular schedule established for the position by the supervisor.Microsoft suite experience (outlook, PowerPoint, excel)Ability to work a 40-hour work week Typical DutiesHandle all trade related chats directed to the departmentVerify lead or account is eligible for trade membershipAssess clients business needs and detail how Lamps Plus can fit those needsProbe inactive or new accounts to determine where they are purchasing, what pricing they are getting, and how Lamps Plus can earn their businessPitch, sell and close clients on Lamps Plus pros over the competitionRespectfully communicates with the department supervisors and Account ManagersWork with Account Managers, introducing qualified and interested clients for the Account Manager to engage with.Communicates with Management on any issues, discrepancies and programming glitches affecting the Pro’s department.Handles customers with care, empathy and sincerity regarding their issues.Performs other duties as assigned by management.Work EnvironmentThis job operates in a professional office environment, though circumstances may dictate the need for flexibility and the potential requirement of working from home.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThis is largely a sedentary role; however, constant phoneand computer use is required.
This would require constant operation of a computer and other office productivity machinery, such as a calculator, telephone, and computer printer.
The applicant should be able to remain in a stationary position 75% of the time.