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Customer Care Agent – Center of Excellence

Website LiveWorld

Highlights

  • 👪 Family-Friendly 👪
  • 💲Competitive Salary and Perks💲
  • 🚀 High Growth Potential 🚀
  • 🇺🇸 Anywhere in the U.S. 🇺🇸

A LiveWorld customer service agent is a virtual, part-time, work-from-home position. Our hourly agents perform tasks including social customer service, engagement for marketing purposes, and protecting a brand’s image by supporting a good experience for a brand’s customers in their online venues.

LiveWorld provides services in dozens of languages and defines fluency as complete competency in reading, writing, and speaking at a native or near-native level. Language needs are dependent upon client needs. Language fluency testing and writing samples are a requirement for all our hourly positions. All applicants must be fluent in English.

Primary responsibilities may include, but are not limited to

  • Responsibilities include reviewing, taking action on (rejecting or approving), tracking, and/or escalating social media users’ posts according to brand guidelines.
  • Responding to user content in a social context and initiating or conversation.
  • Triage and responding to customers’ questions (with pre-determined or authored responses).
  • Identifying and escalating trends, topics, sentiment, and emerging issues.

Required skills and traits

  • Excellent writing and communication skills, including grammar, punctuation, spelling, and ability to compose well-spoken messages in a real-time, multi-tasking environment (Please note: This is not a telephone position; writing skills are critical.).
  • Language fluency testing and writing samples are a requirement for all hourly positions in any language. All applicants must be fluent in English.
  • Demonstrated ability to empathize with people, make decisions according to guidelines, and communicate company policies in informal courteous conversational style.
  • Must demonstrate the ability to make quick and correct decisions under pressure. Critical thinking is key in this fast pace work environment.
  • Ability to focus on the task at hand with minimal external distraction, including working in a quiet atmosphere (This is not a role that can be done from a coffee shop or with toddlers underfoot.).
  • Ability to work for a block of several hours at a time.
  • Punctuality and adherence to attendance policies, which are strictly enforced.
  • Ability to regularly or occasionally work evenings, nights, weekends, holidays.
  • Dependable, high-speed Internet access.
  • Dependable telephone access (landline preferred for training).
  • Experienced computer user with knowledge of chat, email, and instant messaging programs.
  • Familiarity with and access to spreadsheet and document software.
  • Familiarity with social media sites on a personal or professional level.
  • Strong typing skills

Previous moderation experiences a plus, but not required

  • Healthcare background a plus.
  • Must be 18 or older.
  • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective.

Recommended education and experience

  • 2-3 years experience in online moderation or customer service.
  • One-year experience working in a Call Center environment.
  • Experience using Salesforce and Social Cloud.
  • Must be 18 or older.
  • College Degree or equivalent experience preferred.
  • Demonstrated personal or professional success engaging in a social channel.

HOW TO APPLY

Qualified applicants should complete the LiveWorld Moderation Personnel Application.
Please complete the LiveWorld Moderation Personnel Application for US Residents.