Text Chat Agent (Offsite)

RWI Logistics is a solution-oriented logistics service provider that engages in long lasting customer partnerships located in Fort Thomas, Kentucky across the river from Cincinnati, and affiliated with the Castellini Company. Founded in 1896 on the original Cincinnati produce terminal market, Castellini Company is one of the oldest members in the produce industry and grew to be one of the largest distributors of fresh produce in the country. In 1974, Castellini purchased Riley Whittle, Inc, an asset based trucking company operating since 1954, to haul produce from the growing regions of the United States into the Midwest for customer distribution. RWI Transportation flourished using its own fleet and outside carriers to meet and exceed our customer service expectations. To focus on the rising demand of non-asset based logistics services, the strategic decision was made to separate RWI Logistics from RWI Transportation in 2013. Since our start, we have evolved to now offer services ranging from asset based transportation, freight brokerage services, and freight management. We act with a sense of urgency and deliver customer driven insights that are enabled by best in class technology, process standardization, and continuous improvement. Bringing Intelligence to your Supply Chain. About The Role We are looking for an enthusiastic and dedicated Text Chat Agent to join our Customer Support team. As a Text Chat Agent, you will play a vital role in providing exceptional support to our customers through live chat, ensuring their questions are answered quickly, efficiently, and with the highest level of professionalism. This is a full-time, hourly position that allows you to work remotely, making it easier to contribute to our mission of delivering excellent customer experiences from the comfort of your own space. Strong English communication skills and a passion for helping others are essential for success in this role.

What You'll Do

• Respond promptly and professionally to customer inquiries via text chat.
• Troubleshoot customer issues and provide detailed solutions in a clear and concise manner.
• Meet or exceed daily key metrics such as response time, resolution time, and customer satisfaction scores.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate information.
• Escalate complex or unresolved issues to the appropriate team or supervisor as necessary.
• Proactively identify customer needs and offer relevant products or resources tailored to their inquiries.
• Document and summarize customer interactions accurately in the internal system.
• Contribute to a positive team environment and collaborate to achieve department goals.

Qualifications

• Fluency in written and spoken English with excellent grammar and spelling.
• Strong typing skills, with the ability to communicate clearly and accurately in written form.
• Previous experience in customer support or a similar role is preferred but not required.
• Ability to quickly learn new tools, technologies, and processes.
• Excellent problem-solving skills and the ability to stay calm under pressure.
• Strong multitasking abilities to handle multiple chat conversations simultaneously.
• Reliable internet connection and a distraction-free workspace for remote work.
• Availability to work flexible shifts, including evenings, weekends, and holidays as needed.

Applicants must be authorized to work in the United State Of America The pay range for this role is: 18 - 31.81 USD per hour(Remote (Casper, Wyoming, US)) Apply tot his job Apply To this Job