Live Chat Manager

– Live Chat Manager

**Job Title:** Live Chat Manager **Company:** Kroger **Location:** Columbus, Ohio, US **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 8+

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### Job Description

Kroger is seeking a skilled and dynamic Live Chat Manager to lead our customer engagement initiatives through digital communication. As a part of our team, you will play a pivotal role in enhancing customer satisfaction, driving loyalty, and ensuring that every interaction adheres to Kroger’s commitment to excellence.

### Key Responsibilities

– **Team Leadership:** – Supervise and mentor a team of live chat associates, fostering a positive work environment that encourages high performance, collaboration, and continuous improvement. – Conduct regular team training sessions to enhance product knowledge, communication skills, and overall performance. – **Customer Engagement:** – Develop and implement live chat strategies to improve customer service metrics, including response time, resolution rates, and customer satisfaction scores. – Monitor live chat interactions to ensure compliance with company standards and provide feedback for improvement.

– **Performance Analysis:** – Analyze customer interaction data and metrics to assess the effectiveness of live chat strategies and identify areas for enhancement. – Generate reports that inform upper management about customer engagement trends and make data-driven recommendations for improving service quality.

– **Cross-Departmental Collaboration:** – Work closely with IT and marketing teams to ensure the live chat platform is efficiently integrated with other customer service channels. – Collaborate with product and sales teams to provide valuable customer feedback that aids in the continuous development and enhancement of products and services.

– **Crisis Management:** – Handle escalated customer inquiries and complaints, leveraging negotiation skills to achieve satisfactory resolutions and maintain a positive company image.

– **Quality Assurance:** – Maintain high standards in chat responses through rigorous quality assurance protocols and continuous improvement initiatives. – Ensure all communication is consistent with Kroger’s brand voice and standards.

### Requirements

**Education & Experience:** – Bachelor’s degree in Business Administration, Communications, Marketing, or a related field preferred. – Minimum 8 years of experience in customer service management, with a focus on digital communication channels, particularly live chat.

**Technical Skills:** – Proficiency in using live chat software, CRM platforms, and analytics tools. – Strong understanding of customer service best practices and digital communication techniques.

**Personality Traits:** – Resilient: Able to adapt and thrive in a fast-paced environment, maintaining composure under pressure. – Passionate: Enthusiastic about delivering outstanding customer experiences and driving team success.

**Soft Skills:** – Negotiation: Effective communicator capable of resolving conflicts and driving consensus among stakeholders. – Attention to Detail: A meticulous approach to reviewing chat interactions and ensuring quality standards are met.

### Benefits

– Competitive hourly wage with paid overtime opportunities. – Complimentary food options during shifts. – Reimbursement for travel and spending expenses related to job duties.

### Working Environment

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At Kroger, we strive for excellence and uphold high standards in all endeavors. Our team-oriented approach encourages innovation, creativity, and collaboration while fostering a supportive and inclusive workplace for all employees.

### Application Deadline

Please submit your application by **October 4, 2024**.

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**Equal Opportunity Statement:**

Kroger is an equal opportunity employer, committed to a diverse and inclusive workplace. We encourage applications from all individuals, regardless of race, gender, sexual orientation, disability, or any other diversity characteristic. We celebrate the unique contributions of every team member and strive to create an environment where everyone can thrive.

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If you are a proactive leader with a passion for customer engagement and the skills to manage a high-performing team, we invite you to apply for the Live Chat Manager position at Kroger!

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

Work Schedule

This job has the following work schedule:

  • Flexible

Benefits & Perks

This job has the following benefits:

  • Remote work flexibility

 

Live Chat Manager