LiveChat Agent - Marketing

Boxx Modular - Fort Worth, TX

Full-time - Entry Level

Remote - Fort Worth, TX

Wood Product Manufacturing

About the position

The LiveChat Agent position at BOXX Modular involves engaging with website visitors through real-time live chat to validate and prequalify leads. This role is crucial for the marketing team as it directly impacts the business by being the first point of contact for potential customers. The agent will work remotely, preferably near branch offices in Calgary or Dallas-Fort Worth, and will be responsible for entering leads into Salesforce, transitioning qualified leads to sales managers, and enhancing the customer journey through effective communication and documentation.

Responsibilities

• Real-time live chat with customers visiting our websites
• Enter marketing qualified leads into Salesforce.com
• Transition qualified leads to Sales Managers as Salesforce.com Opportunities
• Become an expert in the live chat platform
• Develop a deep understanding of our products and services
• Stay informed on BOXX's product features, promotions, and FAQs
• Create canned responses and enhance tagging system in live chat platform
• Enhance training and best practices documentation
• Develop and communicate ideas for improvement in our customer journey
• Monitor KPIs: response time, customer satisfaction, volume/schedule, etc.
• Collaborate with sales team and key marketing team members, related to leads and live chat
• Perform other assigned tasks

Requirements

• Commercial modular construction industry experience preferred
• Live chat, B2B Telemarketing or sales experience is preferred
• Salesforce.com experience preferred
• Excellent verbal and written communication skills
• Keen ability to multitask and prioritize
• Organized with attention to detail
• Customer service oriented
• Empathy and patience in dealing with various customer inquiries
• Self-motivated and self-starter with strong work ethic and integrity
• Tactful and inquisitive
• Proficient in MS Office
• Minimum accurate typing speed of 50 wpm
• Must comply with all company employment policies

Nice-to-haves

• Experience in the commercial construction industry
• Experience with live chat platforms
• Familiarity with digital marketing strategies

Benefits

• Health insurance
• 401(k)
• Tuition reimbursement
• Work from home