Job Description
Join our award-winning customer support team as a Remote Customer Service Specialist in Durham, NC! We're seeking passionate professionals to deliver exceptional service from the comfort of your home office. Enjoy competitive pay, comprehensive benefits, and a flexible schedule while making a tangible impact on customer satisfaction. Our collaborative culture values innovation, empathy, and professional growth.
As a key member of our support ecosystem, you'll leverage cutting-edge technology to resolve inquiries, build customer loyalty, and contribute to our industry-leading satisfaction metrics. We provide all necessary equipment and ongoing training to ensure your success.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ first-contact resolution
- Document interactions accurately in CRM systems while maintaining HIPAA/GDPR compliance
- Collaborate with technical teams to troubleshoot complex product issues
- Proactively identify opportunities to enhance customer experience and retention
- Maintain performance metrics including CSAT scores and average handle time
- Participate in weekly team training and process improvement initiatives
Qualifications
- 2+ years customer service experience in remote or hybrid environments
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to work independently with minimal supervision
- Strong problem-solving and conflict resolution abilities
- High-speed internet connection and dedicated workspace
- Availability to work flexible shifts including evenings/weekends