About careerpulse
careerpulse is a forward‑thinking leader in the energy services sector, dedicated to delivering reliable, sustainable solutions to residential and commercial customers across the United States. With a legacy of innovation spanning decades, careerpulse combines cutting‑edge technology, data‑driven insights, and a people‑first philosophy to create an ecosystem where customers feel heard, supported, and empowered. Our commitment to operational excellence is matched only by our passion for fostering a workplace where curiosity, collaboration, and continuous learning thrive. As we expand our footprint in the Intermountain West, we are looking for dynamic individuals who share our vision of a cleaner, more resilient energy future and who are eager to make a tangible impact on the lives of our customers.
Role Overview
The Field Support Chat Representative serves as the digital front line for careerpulse’s customers in the Lindon, UT region. In this role, you will engage with customers through live chat platforms, diagnose and resolve technical and service‑related issues, and meticulously document trends to drive proactive improvements. Your ability to communicate clearly, empathize with diverse customer needs, and act swiftly will directly influence customer satisfaction scores and contribute to careerpulse’s overarching goal of reducing service disruptions. This position offers a unique blend of real‑time problem solving, data analysis, and collaborative teamwork, all within a supportive environment that values your growth and expertise.
Key Responsibilities
- Provide prompt, courteous, and accurate assistance to customers via live chat, ensuring each interaction meets careerpulse’s high standards for quality and professionalism.
- Diagnose technical, billing, and service‑related issues, employing troubleshooting frameworks and knowledge bases to deliver effective resolutions on first contact whenever possible.
- Document each chat interaction in the customer relationship management (CRM) system, capturing detailed notes, resolution steps, and any follow‑up actions required.
- Identify recurring patterns, emerging trends, and potential systemic issues by analyzing chat logs and escalation data, and communicate findings to the Quality Assurance and Operations teams.
- Collaborate closely with field technicians, dispatch coordinators, and product specialists to ensure seamless handoffs and comprehensive issue resolution.
- Maintain up‑to‑date knowledge of careerpulse’s service offerings, policies, and technology platforms through continuous training and self‑directed learning.
- Participate in regular performance reviews, team huddles, and knowledge‑sharing sessions to contribute to a culture of continuous improvement.
- Adhere to all safety, compliance, and data‑privacy regulations while handling sensitive customer information.
- Assist in the development and refinement of chat scripts, FAQs, and self‑service resources to enhance the overall customer experience.
- Meet or exceed established service level agreements (SLAs) for response time, resolution time, and customer satisfaction metrics.
Essential Qualifications
- High school diploma or equivalent; an associate’s degree or higher in Business, Communications, Information Technology, or a related field is preferred.
- Minimum of 1‑2 years of experience in a customer‑facing role, preferably within a call center, help desk, or live‑chat environment.
- Demonstrated proficiency in written communication, with the ability to convey complex information clearly and concisely.
- Strong problem‑solving skills and a methodical approach to troubleshooting technical and service issues.
- Basic familiarity with CRM platforms, ticketing systems, and chat software (e.g., Zendesk, LiveAgent, Intercom).
- Ability to multitask effectively, manage time efficiently, and prioritize tasks in a fast‑paced environment.
- High level of empathy, patience, and professionalism when interacting with a diverse customer base.
- Reliable high‑speed internet connection, a quiet workspace, and a headset that meets careerpulse’s quality standards.
- Flexibility to work rotating shifts, including evenings, weekends, and holidays, to align with customer demand.
Preferred Qualifications
- Experience with energy‑service or utility‑industry terminology and processes.
- Certification in customer service excellence (e.g., HDI Customer Service Representative, CCSP).
- Proficiency in data analysis tools such as Excel, Power BI, or Tableau for trend reporting.
- Knowledge of basic networking concepts and troubleshooting of smart‑meter or IoT devices.
- Multilingual abilities, especially Spanish, to support careerpulse’s diverse customer community.
Core Skills & Competencies
- Communication Excellence: Clear, concise, and courteous written communication tailored to the audience.
- Analytical Thinking: Ability to interpret data, recognize patterns, and propose actionable improvements.
- Technical Aptitude: Comfort navigating software tools, troubleshooting basic technical issues, and learning new platforms quickly.
- Customer‑Centric Mindset: Commitment to delivering an outstanding experience and resolving issues with empathy.
- Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams and share knowledge.
- Adaptability: Resilience in handling changing priorities, new technologies, and evolving service protocols.
- Attention to Detail: Accurate documentation and meticulous follow‑through on each customer interaction.
Career Development & Learning Opportunities
careerpulse invests heavily in the professional growth of its employees. As a Field Support Chat Representative, you will have access to a robust learning ecosystem that includes:
- Structured onboarding programs that blend classroom instruction, e‑learning modules, and hands‑on simulations.
- Ongoing mentorship from senior support specialists and technical leads who provide guidance, feedback, and career coaching.
- Quarterly skill‑enhancement workshops covering advanced troubleshooting, data analytics, and emerging energy‑tech trends.
- Tuition reimbursement for relevant certifications or degree programs, empowering you to pursue higher education while working.
- Clear career pathways that can lead to senior chat specialist, team lead, quality analyst, or transition into field operations, technical support engineering, and product management roles.
By excelling in this role, you will build a solid foundation in customer experience management, data‑driven decision making, and industry‑specific knowledge—skills that are highly transferable across the broader energy and technology sectors.
Work Environment & Culture at careerpulse
careerpulse fosters a culture of inclusion, innovation, and accountability. Our teams operate in a hybrid model that blends remote flexibility with occasional on‑site collaboration days at our Lindon hub. We celebrate diversity of thought and background, believing that varied perspectives drive better solutions for our customers. Regular virtual town halls, employee resource groups, and wellness initiatives ensure that every associate feels valued, heard, and supported. Whether you thrive in a collaborative brainstorming session or prefer focused solo work, careerpulse provides the tools, resources, and environment to help you succeed.
Compensation, Benefits & Perks
We offer a competitive hourly wage of $15.50 per hour, reflective of the expertise and dedication required for this role. In addition to base pay, careerpulse provides a comprehensive benefits package that includes:
- Health, dental, and vision insurance with multiple plan options.
- Life and accidental death & dismemberment coverage.
- 401(k) retirement plan with company matching contributions.
- Paid time off (PTO), holidays, and sick leave to support work‑life balance.
- Employee assistance program (EAP) offering counseling, financial guidance, and wellness resources.
- Flexible scheduling and the ability to work from a home office equipped with a stipend for ergonomic furniture and technology.
- Performance‑based bonuses and recognition programs that celebrate outstanding service and innovation.
- Access to an employee discount program for careerpulse services and partner offerings.
How to Apply
If you are passionate about delivering exceptional digital support, enjoy turning data into actionable insights, and want to be part of a forward‑looking organization that values your growth, we invite you to apply today. Submit your resume and a brief cover letter highlighting your relevant experience and why you are excited to join careerpulse. Our recruiting team reviews applications on a rolling basis, and qualified candidates will be contacted promptly for the next steps.
Take the next step in your career—join careerpulse and help shape the future of energy services!
Apply for this job