Chat Support Agent at Loyalty Pawn, Inc.

You will be the primary point of contact for online customers, managing a high-volume live chat queue to resolve technical and policy-related inquiries. By maintaining service level agreements and accurately documenting interactions in our CRM, you will ensure a seamless customer experience while identifying trends to improve our overall service offerings.

• Manage multiple concurrent live chat conversations, meeting strict service level agreements while providing empathetic and accurate customer support throughout every interaction.
• Troubleshoot complex product issues and explain company policies clearly to ensure high customer satisfaction and swift, professional conflict resolution.
• Document all interactions within the CRM system and flag recurring customer trends to help improve products and internal support processes.

• Proven experience managing high-volume concurrent live chat queues in specialized environments like pawn, consumer lending, or high-volume e-commerce.
• Exceptional written communication skills with the ability to remain professional, empathetic, and clear even under significant time and volume pressure.
• Technical proficiency with live chat software and CRM systems, coupled with a reliable home office setup and a dependable work ethic.

• Join a stable, privately held leader in the pawn and financial services industry with a strong focus on expanding digital customer engagement.
• Enjoy the total flexibility of a fully remote role while receiving comprehensive benefits and structured opportunities for professional development.
• Access clear career progression paths, including potential moves into senior support or QA roles for high-performing agents who want to stay hands-on.