Live Chat Customer Agent

Job Description:

111 Sign is seeking a quick-thinking customer-focused Live Chat Customer Agent to support customers in real time through our website and online ordering platform. This role handles live chat conversations only helping customers with product questions order status quotes and troubleshooting through fast accurate and friendly written communication.

Key Responsibilities:

• Respond to live chat inquiries promptly and professionally maintaining fast response times
• Provide accurate information about sign/printing products services pricing and turnaround times
• Assist customers with placing orders requesting quotes and checking order status in real time
• Handle multiple simultaneous chat conversations while maintaining accuracy and quality
• Guide customers through the online ordering platform troubleshooting navigation or upload issues
• Escalate complex questions (design disputes billing issues production delays) to the appropriate team
• Log all chat interactions accurately in the CRM or helpdesk software
• Use pre-approved chat scripts and macros while personalizing responses to each customer
• Identify recurring customer questions and report trends to improve chat resources/FAQs
• Meet daily/weekly targets for response time resolution rate and customer satisfaction
• Maintain a friendly on-brand tone consistent with company voice in all chats
• Maintain confidentiality of customer and order information

Qualifications:

• High school diploma or equivalent
• 1 years of customer service experience preferably in live chat or online support
• Excellent written communication skills clear fast and typo-free
• Strong multitasking ability comfortable managing 35 simultaneous chats
• Comfortable using live chat/helpdesk software (LiveChat Zendesk Intercom Gorgias or similar) training provided
• Fast accurate typing skills (40 WPM preferred)
• Ability to stay calm and solutions-focused during high-volume periods
• Reliable internet connection and quiet remote workspace

Required Skills:

Typing