Chat Specialists

305 Shares

We're Hiring Chat Specialists

We’re hiring!

Want to be part of something different? You can when you work with us.

We are looking to bring on two friendly Chat Specialists to join our Customer Service team starting February 3rd, 2020. This is a location-independent full time position. If you have a Customer Service background and are interested in expanding your horizons in a unique industry, we’d like to meet you.

This is a huge opportunity for you to work with one of the fastest-growing companies in the U.S. and learn the ins and outs of the online business world. Over the last couple of years, our company has seen explosive growth—and there is no sign of it slowing down. In order to keep hitting our goals, including our 2019 goal of $42 million-worth of businesses sold, we need to expand our horizons and improve our customer experience to a point that makes us the de-facto standard for buying and selling online businesses. Your work will help propel the industry forward to new levels not seen before.

And we’re just getting started!

So what is a Chat Specialist? 

The Customer Service Chat Specialist is considered Empire Flippers’ front line representative, providing exceptional chat support to our customers and potential customers. The person in this role is also responsible for manning the company’s main phone line and dealing with inbound enquiries, keeping customer satisfaction at the core of every decision and behavior. 

The person in this role must enjoy talking with people and have excellent interpersonal skills. 

Could this be you? 

Training for this role will commence remotely and should last 4-6 weeks. One of the many benefits is that you’ll be free to work anywhere in the world that serves your creativity best, be it the beaches in Thailand, which does have superb 4G connectivity and cheaper cost of living, or in a mountain resort in the Swiss alps – the choice is yours. 

If this sounds like an exciting opportunity for you, then read on to learn more about our company and how to apply for the position!

What’s Our Story?

What’s Our Story?

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.

What’s the Opportunity?

What’s the Opportunity?

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.

What’s the Chat Specialist Position Like?

What’s the Position Like?

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 inbound 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?

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, during normal USA business hours. 
  • Answer incoming 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 Skype.
  • Other duties as assigned.

What Skills Are Needed?

What Skills Do I Need?

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.

What’s the Lifestyle Like?

What’s the Lifestyle Like?

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. 

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.

Love It. What’s the Catch?

Love It. What’s the Catch?

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 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.

The Details to Keep in Mind

Details to Keep in Mind

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 December 13, 2019. 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 February.

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

How Do I Apply?

Here is the sequence of events we will use when hiring our new Chat Specialist:

You record a YouTube video* explaining who you are and why you’re a good fit for the position, fill out an application by clicking the link below, and submit it ASAP by December 13, 2019. The YouTube video is mandatory. Submissions without a YouTube URL will not be accepted. 

  • We review submissions and schedule first interviews.
  • We then conduct second interviews a final decision is made.
  • The chosen candidate will be announced in late December.
  • The chosen candidate will start working with our company on February 3, 2020 (via remote training and onboarding).

A background check is required before employment. 

*YouTube Video Requirements:

We will only accept submissions that include a YouTube URL. Please leave the video “unlisted” in preferences and share the link with us. The quality of the video doesn’t matter, and there are no bonus points for editing. We simply want (up to) three minutes of you explaining (based on your previous experience):

  1. Why the Chat Specialist position is an excellent fit for you and us
  2. How you will use your background and experience to best support this role

If you’re thinking about applying, but are worried you might not have enough (insert excuse here) — don’t worry. If you want to build something more than just a 9-to-5 job, then click the “apply” button below.

We look forward to working with you soon!

305 Shares

Interested in working with Empire Flippers? Sign up to get notified of new career opportunites.