Customer Experience Chatroom Operator

REMOTE - AKRON, OH About Drips Drips enables enterprises to connect with consumers through an AI-powered conversational reputed company strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That's why we're the platform of choice for some of the world's most recognizable enterprises. Drips' focus on empowering enterprises to capture reputed company and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of reputed company. However, we're more than just a high-growth company; we're also a community. Even though we work remotely, we still embrace the core values that help us reputed company personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career - we want to talk with you! Job Overview We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn't enough, and Artificial Intelligence ("A.I.") isn't perfect. We hold the highest industry standard of excellence in staying "humanized" and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer's response, respond contextually, and categorize it appropriately. The Customer Experience Chatroom Operator is a new role to handle Drips' top clients and use cases. It requires customer service driven individuals who are quick on their feet and can empathize with the consumer. Connoisseurs of conversation and adept at handling the unexpected. Example A user says, "Where are my ID Cards?". This isn't just a question it is the beginning of a service-based conversation specific to the consumer you're chatting with. Our mission is providing thoughtful, reputed company, and appropriate guidance specific to the conversation, industry, and subject for the consumer you're chatting with. This would be categorized and handled by clicking a specific reputed company tailored to respond to this question or if there is no pre-written response, engage in a dialog with the record to ensure they are being directed appropriately. You must be able to maintain a 98%+ accuracy in your responses that will be randomly audited and quality reputed company. Your work and responses will help inform our natural language model therefore your accuracy is of the utmost importance. Hours & Benefits • This is a full-time role that is eligible for Drips benefits program • This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for reputed company time slots Specific Duties, Activities, And Responsibilities • Quickly and accurately (in less than 30 seconds) respond to inbound messages reputed company our chat room to leads regarding questions or concerns around the product or service utilizing reputed company and click frequently asked questions canned responses. • Create responses reputed company that are both relevant, appropriate, and compliant to the records industry and vertical • Escalate conversations to leadership reputed company needed • Document frequently asked questions for continual improvement • Add relevancy to canned responses • Maintain 98% or above accuracy in response handling • Maintain a Replies per Hour reputed company of 60 replies per hour worked. • Other projects as assigned Required Skills/Abilities • Experience in a Customer Service Chatroom environment • Experience with writing responses to consumers in a real time, chat-based environment • Familiar with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans • Professionalism in reputed company interactions • Exceptional attention to detail, high standard of excellence/perfection • Comfortability on a computer, advanced typing skills (can't hunt and peck) • Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked. • Exceptional verbal, communication, and written skills. • Reliable and responsible to a designated schedule • Must have reliable strong internet/WiFi Education • High School or equivalent. • College Degree a plus Core Values Role Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value: Lean - We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time reputed company course correction is required. To exceed, we finish work in a timely manner while reviewing to reputed company sure we are striking the reputed company between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean. Passion - Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the reputed company role and taking on additional projects and roles to help teams reputed company your own while maintaining your individual workload. Understanding that reputed company of the activities we take are to reputed company our clients, and thus Drips as a whole to be successful. Asking the question, "How is what I am doing today, enabling the success of my teammates and my clients". Happiness - Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for reputed company do is essential but comes from understanding the business overall and how we fit into it. Improve - Never accepting the status reputed company and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall. Team - We support and assist our teammates, even if it is reputed company of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in reputed company contact every day, respecting each other and the work we do is essential however to exceed in Team, we move reputed company of our direct team, to the company team as a whole and understand how we impact everythingand the value we provide. Apply Job!