We are looking for a leader with a strong technical background to assist our team of brand reps in delivering exceptional expertise to CDW customers through online chat. The position will be approximately 8-10 hours per week.
At ThirdChannel Ecommerce, we believe in the power of human connections to elevate the online shopping experience. No bots. Just real, honest people sharing their brand passion and expertise.
A community leader acts as the liaison between ThirdChannel management and the Brand Rep team, encouraging strong team morale to ensure the community’s success and reach the client’s goals.
RESPONSIBILITIES AND DUTIES
- Be the liaison between the brand reps and the management team
- Monitor and assist team schedule fulfillment
- Monitor, assist and fill emergency drop requests and missed commits
- Review chat transcripts for quality assurance and brand expertise
- Support management to secure team goals
- Monitor team CSAT and NPS scores
- Be a motivating presence in chat team room
- Act as a peer-to-peer mentor and confidant
- Compile hotlist topics and team questions before client calls
- Facilitate ongoing training on new product releases
- Assist in interviews to ensure candidates have required technical skills/knowledge base
- Conduct certification chats to onboard new Brand Reps
- Available 5 hours per week to coincide with CDW’s online chat hours (M-F, 9a-6p EST)
SKILLS AND QUALIFICATIONS
- 5+ years IT industry experience
- Knowledge of large corporate and hospital IT systems a plus
- Familiarity with top OS and brand environments
- Passionate and knowledgeable for the brand’s products/services
- Experience managing a technical team
COMPENSATION AND PERKS
- 1099 Independent Contractor
- $22/hour paid weekly
- Remote position
TECHNOLOGY DETAILS
- Desktop or laptop with Chrome browser
- Stable internet connection