Have you ever hopped on a website and started scrolling, only for a little chat box to pop up offering to assist you? That’s us – well, kind of.

In 2021, Reynolds acquired Gubagoo, an advanced live chat platform that connects automotive dealers with customers, offering a complete online car-buying and servicing experience. The software allows customers to ask questions, browse car inventory, schedule service appointments, and even sign a deal … all from the comfort of their computer or mobile device before setting foot inside the store.

And here’s an insider tip: there are actual people behind the “bot!” While some initial responses are automated, many come from part- and full-time chat representatives based in Reynolds offices around the country – including College Station, Texas, where we’re looking to add more friendly faces to our team.

We recently sat down with Michelle Keen, our Gubagoo training supervisor, to learn more about the daily responsibilities of a part-time chat representative. Michelle shared valuable insights into the role, including a few tips for acing the interview process.

Michelle Keen, Training Supervisor, Gubagoo

How long have you been with the company?  5 ½ years

What are the primary responsibilities of a part-time chat representative?

Chat representatives manage chat conversations with customers on behalf of our dealership partners for sales, service, finance, parts, and other general questions. They focus on turning those conversations into leads, which we then send to the dealer for follow-up.

What skills or qualifications do you look for in potential hires?

We look for basic computer knowledge, website navigation skills, the ability to multitask, and an eagerness to learn, making this a great role for gamers! Prior contact center experience is always a plus, but not a requirement. Chat representatives must have graduated from high school, making this a perfect role for current college students!

What kind of training do new hires receive?

In depth training can take several weeks to ensure success. We start by presenting protocols and practicing chats, and by the end of the learning period, our associates are fully capable of effectively balancing multiple chats. Each week, we review past material, host live chat demonstrations by our expert trainers, and schedule one-on-one sessions to assist in progression. During “Nesting,” or the final week of training, we assign a dedicated Nesting Leader to each representative to support them in their transition into the real world of chat.”

Can you describe the work environment and company culture?

We encourage a very positive, “I am here to help” culture at Gubagoo. From the moment you begin training, everyone in the company is 100% invested in helping your progression to becoming a successful chat representative.

Are there any team-building activities or events that chat representatives can look forward to?

We plan fun competitions, such as photo and poetry contests, cook-offs, and Halloween costume contests. We periodically hold team competitions for the best monthly metrics with nice rewards for the winners. For team building, we schedule meetings where we play fun chat-related games.

What does the hiring process look like for this position?

When a potential candidate submits their application, our recruiting team reviews their resume for relevant skills and qualifications, such as experience in fast-paced environments like retail or food service. If they identify a match for one of our open positions, our recruiting team will conduct interviews and skill assessments to ensure that we’re a good fit for the candidate – and vice versa.

How can candidates best prepare for the interview process?

Timeliness and preparation are key to a successful interview. Show up early, and prepare for the interview in advance by researching the company.

What are some common traits or characteristics of successful chat representatives in our company?

A successful chat representative can handle multiple chat inquiries in a fast-paced environment while implementing their knowledge of evolving policies and protocols to obtain a lead, all while meeting our timing parameters and providing quality responses and experience for our guests.

We employ chat representatives nationwide to handle conversations with our client dealer partners and we’d love for you to join our College Station team! In addition to its convenient location near Texas A&M University, the office offers healthy dining options and a free gym for all associates. And as a part-time role, this position allows for a flexible work schedule on a growing team – and acts as a great resume builder for college students!

Looking to join our Gubagoo team in College Station? Check out the part-time chat representative job posting, or browse other available positions with Reynolds nationwide on our Careers site.