Job Description
Join our award-winning customer service team and enjoy the flexibility of remote work while serving Baltimore's vibrant community! We're seeking compassionate professionals to deliver exceptional support from home. Benefits include: competitive pay, comprehensive health insurance, 401K matching, paid time off, and career advancement opportunities. Why join us? We prioritize work-life balance with flexible scheduling and provide all necessary equipment for your home office. Our team culture celebrates diversity and innovation – you'll be part of a forward-thinking organization committed to employee growth and customer satisfaction.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve complex customer issues using CRM systems and knowledge bases
- Process orders, returns, and service requests with 99% accuracy
- Document interactions and maintain detailed case records in Salesforce
- Collaborate with technical teams to resolve escalated customer concerns
- Meet monthly performance metrics including CSAT scores and resolution times
- Participate in ongoing product training and process improvement initiatives
Qualifications
- Minimum 2 years of customer service experience in high-volume environment
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional communication skills with clear phone and written abilities
- High-speed home internet connection (minimum 25 Mbps)
- Quiet, dedicated workspace free from distractions
- Ability to work independently while collaborating effectively in virtual teams
- Strong problem-solving skills with attention to detail
- Previous remote work experience highly valued