Caprock Home Health Services is a family owned business, serving Texas home care needs for over 40 years in 12 locations. We provide both Post-Acute Care and Long-Term Care services for those in need including caregiver services, skilled nursing, and therapy, along with remote patient monitoring (RPM).
We aim to keep people safe, comfortable, and independent in their home.
Caprock Home Health is built on and driven by our Core Values of Drive, Integrity, Respect, Empowerment, Compassion, and Teamwork.
Our Team sees home care as a calling and we value a healthy work-life balance and a positive company culture. Join us as we build the future of home care!
As a Chat Help Desk Representative, you will be the first point of contact for our customers seeking assistance through our live chat support system. Your primary responsibility will be to provide timely, accurate, and helpful responses to customer inquiries, troubleshoot issues, and ensure a positive customer experience. You will collaborate with other departments to resolve complex issues and improve our service offerings.

Responsibilities:

• Respond to customer inquiries via live chat in a professional and courteous manner.
• Identify and troubleshoot technical issues, providing solutions or escalating as necessary.
• Maintain a thorough understanding of our products/services to effectively assist customers.
• Document customer interactions and issues accurately in our customer relationship management (CRM) system.
• Follow up on unresolved issues and ensure timely resolution.
• Collaborate with team members and other departments to improve service processes and customer satisfaction.
• Stay updated on product knowledge, services, and policy changes to provide accurate information.
• Assist in creating and maintaining help articles and resources for customers.

Qualifications:

• High school diploma or equivalent; additional education in customer service or related field is a plus.
• Proven experience in a customer service role, preferably in a chat support environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficient in using chat software, CRM systems, and other relevant technology.
• Comfortable handling multiple chat sessions simultaneously.

The pay range for this role is:
30 - 36 USD per hour(Remote (Bridgeport, Connecticut, US)

• Respond to customer inquiries via live chat in a professional and courteous manner.
• Identify and troubleshoot technical issues, providing solutions or escalating as necessary.
• Maintain a thorough understanding of our products/services to effectively assist customers.
• Document customer interactions and issues accurately in our customer relationship management (CRM) system.
• Follow up on unresolved issues and ensure timely resolution.
• Collaborate with team members and other departments to improve service processes and customer satisfaction.
• Stay updated on product knowledge, services, and policy changes to provide accurate information.
• Assist in creating and maintaining help articles and resources for customers