Chat Specialist

Empire Flippers started in 2011. Back then, we were known as the AdSense Flippers, and we were all about building our own niche sites. We would monetize those sites via Google AdSense. Once the sites were making a little money, we would sell them on Flippa for 20x their net monthly profit.

We recorded our entire journey by blogging all about it.

It was a nice little business and soon we built quite a following of people who loved what we were up to. It got to the point where people asked us if we would use our Flippa account to sell their sites. They told us it would sell easier since we had the audience, and they would pay us a percentage of the sale.

So… we said yes.

It wasn’t long before we were selling way more of other people’s sites than our own.

We realized there was something here. Something big.

In 2012, we rebranded to Empire Flippers and became an online business brokerage in our own right. We launched our marketplace and became the “go-to” solution for people wanting to sell their online businesses.

Fast forward to today, we now have the largest brokerage team in the industry. We have staff that is siloed for each part of the selling and buying process — everyone from marketing and sales team members, to vetting and migration experts.

Now, we’re inviting you to become part of our story.

Becoming a Chat Specialist makes you a critical part of the team at Empire Flippers.

You will represent our brand and be the first contact point within Empire Flippers that existing customers and potential customers will likely hear from when they interact with us. You’ll take on the challenge of improving the customer experience and overall efficiency of Empire Flippers.

Your work ethic and skill set will have a direct impact on our growth. We will offer you training and give you insights into the online business space. The high achiever in this role may see that it’s a great step into the company and a springboard to either a fully-fledged Customer Advisor or a different role around operations for high performers.

While we are an Inc. 5000 company, we’re not overly corporate. You’ll work alongside our Customer Service Team to make sure the job gets done. We believe in collaboration, and that means every department in our company comes together to help bring a project to fruition.

It has been an effective strategy, and has worked well for us.

When you first come on board as a Chat Specialist, you will start learning more about our business before jumping into the job. You will be introduced to daily customer service tasks that support our Empire Flippers team. You will become well-versed in our phone processes, from how our outbound system works all the way up to speaking to customers and communicating via online chat to give a great impression of Empire Flippers to anyone who makes contact via the site chat function. 

You might be wondering, though … what will your daily work routine look like once you’re up and going?

While helping people should be your #1 priority, here is a list of daily tasks we’ll expect from you (though this isn’t an exhaustive list and could change):

• Provide first-level chat support M-F,  7 am to 10 pm EST. 
• Handle outbound calls on the main telephone line. This may include discussions with potential buyers or sellers who want to understand how our process works. 
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Properly handle escalating unresolved queries to the next level of support.
• Build sustainable relationships and engage customers by taking the extra mile.
• Create tickets and provide general support work in Zendesk as needed.
• Update customer data and produce activity reports as needed.
• Preserve and grow knowledge of chat service procedures, recommending process modifications or improvements as needed.
• Communicate with colleagues via Slack messaging application.
• Attend weekly team calls via Zoom.
• Other duties as assigned.

We believe in hiring people who are a good fit with us culturally. We want people who are hungry to learn, but also people that will be fun to work with. It’s important to keep in mind that we are all remote workers. This means that you would need to be comfortable working alone, while knowing you have support from coworkers who are just a Slack message or phone call away. 

While cultural fit is imperative, that doesn’t mean we aren’t looking for a certain kind of skill set:

• Proficiency in English is a must.
• You are customer service focused.
• You must have strong phone and verbal communication skills along with active listening.
• You are a quick-learner, dependable, with strong attention to detail.
• You’re able to multitask and meet deadlines.
• You can work on a flexible schedule.
• You are proficient with Google Suite, Slack, Skype and Zoom.
• You’re able to closely follow processes.
• You’re not afraid to ask questions whenever you’re unsure about how to proceed.

Our company is built on a culture of remote work, travel, and living life on your terms. Being a location-independent full-time position is one of the many benefits! And while we are a geographically distributed team, the person in this particular role will need to work a set shift, 40 hours per week. 

The shift will be scheduled in USA hours, either starting early in the morning to afternoon, or lunchtime to later in the day. We are aiming to cover the bulk of USA business hours in two shifts. However, this doesn’t mean you must live in the USA. You’ll be free to work anywhere that serves your lifestyle best (*see USA resident requirements below). 

You won’t start off making much money.

This is an entry-level position with a monthly salary of $2,000 per month during probation period, then after a 5 month probation, $2,500 per month. You will also be added to the company compensation plan, which shares in company profit depending on how well we do each quarter.

We love our employees and our work, but that still means you will need to perform up to our expectations. Hopefully, you will exceed those expectations and take us to new heights with the skills you bring to the table.

You will need to be someone who is ultra-flexible. Our business is truly global, and we have staff members and customers in every corner of the globe. You will need to be extremely reliable and responsible … and recognize that this is not a side gig or a gap year experience.

We want you to become a long-term employee with us. This is a relatively new position with Empire Flippers, and ultimately we want the chat specialist position to grow into a premier role for both you and the company.

Remember, we’re not going to throw you into the fire right away.

When you first come on board, you’re going to learn about our company. We will do a deep dive into how our processes and systems work and teach you about each department within the business.

As you get better acquainted with our company and processes, you will start with the low-level tasks, having plenty of guidance and later becoming an independent fully-fledged Chat Specialist.

Our Operations team will review every application that comes our way. For those we think would be a good fit, we will schedule an interview. Typically, we do two rounds of interviews before we decide.

The cut-off date for applying is July 19, 2020. That will leave us a month to review all the applications, and give you time if you’re hired to prepare to start with the company in September.

If this all sounds overwhelming yet exciting to you, then apply! You might be surprised how perfect you are for this role.