WayForth is the definitive provider of comprehensive and personalized move management and moving solutions for life and business. Founded in 2016, WayForth is the nations largest home transition management company serving the senior living industry, providing solutions through every phase of a move. From our initial consultation to our final walk through, we deliver top-notch, personalized support throughout every phase of the move. Clients appreciate our customizable solutions that can solve any relocation need from space planning, downsizing, and packing to unpacking and settling into a new home. How you move matters and no matter the destination, WayForth serves as a guide making lifes transitions easier to navigate.

Title: Chat Support Representative

Reports to: Customer Support Manager

Status: Non-Exempt, Hourly

Supervises: N/A

General Summary of the Position: In this role, the chat representative will be responsible for answering questions and if needed guiding customers, prospects accordingly. This role will also provide back-office support and outbound voice support. The chat representative will interact with sales, operations, and other parts of the business to ensure the inquirer is taken care of and responded to as needed. Utmost customer experience is essential and attention to detail.

Essential Functions:

• Use chat application to answer questions from potential customers as well as general inquiries. Some of the inquiries may be from existing clients.
• Voice Support also required when inbound/outbound calls come in or need to be called related to projects, services, escalations, follow-up, or other inquiries.
• Back Office invoice and reconciliation responsibilities, damage management and other support duties as needed and assigned.
• Interact with internal market personnel to resolve inquiries or other client needs.
• Firm understanding and use of proper composition and grammar.
• Customer centric approach in responses required.
• Knowledge of internal processes and systems to properly route an inquiry or respond properly.

Experience Required:

• 1+ years previous chat experience required with a minimum of 3 concurrent chats at a time.
• Keen ability to multi-task and detail oriented.
• Excellent written and verbal skills, highly engaging and customer centric.
• Solid Computer skills including navigation, keyboard and use of function keys or commands
• Solid understanding of Microsoft applications, excel and word specifically
• 2+ years of Customer Service experience, including over the phone voice support
• Knowledge of move management and move industry preferred but not required
• Ability to type 40 wpm

Education Required:

• High school diploma or equivalent

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