Overnight Chat Representative

Job Title : Overnight Chat Representative
Department : Operations
Reports To : Sales Coach
FLSA Status : Hourly Agent / Non Exempt
Location : Nacogdoches


A Chat Representative must successfully complete the training period as a trainee before transitioning to a full Chat Representative.

During the training period, the Chat Representative will be evaluated on job performance, work behavior, and attitude that directly impacts job performance. The Trainer will initially document all performance and conduct in relation to the trainee. Upon the completion of the training period, a position may be offered as a Chat Representative. The training period may last up to 7 weeks.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities:

You enjoy a rapidly changing environment.

  • Chat Representatives must be able to quickly respond to multiple inbound chats while gathering the necessary information from customers in order to verify and assist them. Efficiency is the key! In addition, you must be adaptable.

You thrive in being a creative problem-solver.

  • Chat Representatives are self-sufficient agents who actively take ownership of a given situation. This involves guiding customers to solid solutions that will benefit them as well as our clients.

You desire a positive, energetic atmosphere along with engaging learning.

  • Chat Representatives willingly participate in all learning activities both in training and on the production floor with a positive “can do” attitude and energy.

You enjoy assisting others.

  • As a Chat Representative, your role is to identify current and prospective customer needs and find logical resolutions that are suitable for each customer.

You are detail oriented.

  • Chat Representatives are very thorough with all customer interactions by using proper verification as well as detailed documentation. Compliance plays a key role in your success.

You have a passion for learning, growth, and self-improvement.

  • Having the perspective that each work day is a chance for learning is a key to success. We want employees who desire to better themselves and proactively work to do so.

You believe there is no “I” in team.

  • Even though Chat Representatives are responsible for their own chats and customer interactions, some of their time spent in the classroom and on the sales floor is collaborating with others and sharing what works to benefit the team, the customers, and our clients!

You are teachable.

  • As a Chat Representative, the bulk of your job will entail learning various systems, tools, processes, product knowledge, policies, and procedures for both Etech and our clients. It is important that you are able to learn quickly and demonstrate your learning with accuracy. We can teach you the necessary tools to succeed as long as you bring the willingness!

You have a vision.

  • As part of our team, you have the opportunity to do much more than customer service. You have the ability to make a remarkable difference with your customer and your community.

You are awesome at communicating effectively.

  • Often situations arise where there must be open communication with your leader or other team members so that work performance runs smoothly for you, and most importantly, our clients. Open, honest, and professional communication is imperative.

You love to win.

  • You are dedicated to striving to meet all goals set in front of you. Not only do you meet goals, you exceed them!

Supervisory Responsibilities:

There are no supervisory duties in this role.

Knowledge of:

Some sales experience or customer service experience preferred, but not necessary; some experience with Windows and the Internet highly preferred. Familiarity with Microsoft Office useful.

Ability to:

At minimum, an individual must be able to type 40 WPM efficiently; provide a high level of accuracy with excellent attention to detail; satisfactorily meet job performance expectations during the position.

Education And/Or Experience:

High school diploma or equivalent required.

Language Skills:

Excellent grammar, spelling, and sentence structure; excellent reading comprehension; professional written language and content

Mathematical Skills:

Ability to apply mathematical concepts such as addition, subtraction, multiplication and division. Basic understanding of discounts, commissions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of variables; have excellent interpersonal communication skills (i.e., verbal, written, listening); excellent research and problem solving skills; ability to recognize consultative selling opportunities.

Certificates, Licenses, Registrations:

Valid drivers’ license or government issued photo ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

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