Biotechnology Innovation Organization (BIO) is the world?s largest advocacy association representing member companies, state biotechnology groups, academic and research institutions, and related organizations across the United States and in 30+ countries. BIO also produces the BIO International Convention, the world?s largest gathering of the biotechnology industry, along with industry-leading... investor and partnering meetings held around the world.
Job Overview:
As a Live Chat Operator at BIO, you will be a vital part of our customer engagement team, ensuring prompt and effective communication with our members. Your primary responsibilities include:
Real-Time Member Interaction:
Engage with members via live chat to address inquiries, provide information, and offer support on a wide range of topics related to our services.
Technical Assistance:
Provide immediate assistance for technical issues, guiding members through troubleshooting steps and ensuring a positive resolution.
Information Delivery:
Deliver accurate and up-to-date information regarding BIO's services, programs, and energy-related initiatives.
Problem Resolution:
Efficiently resolve member issues within the live chat platform, escalating as needed, and ensuring seamless communication handovers if required.
Documentation:
Maintain detailed and accurate records of member interactions and resolutions within the live chat system.
Member Education:
Educate members on energy-saving practices, billing processes, and available resources through the live chat platform.
Collaboration:
Collaborate with cross-functional teams to continuously improve live chat processes, enhance member experience, and contribute to a positive work environment.
Requirements: High school diploma or equivalent; additional education is a plus. Proven experience as a live chat operator or in a customer service role. Excellent written communication skills with the ability to convey technical information clearly. Familiarity with live chat systems and proficiency in multitasking during real-time interactions. Strong problem-solving skills and ability to adapt to a fast-paced environment. Commitment to delivering exceptional customer service.
Join BIO and become a key player in providing immediate and effective support to our members. Apply your communication skills and dedication to customer satisfaction in contributing to the energy solutions of Biotechnology Innovation Organization