Job Description
Join Urban Solutions Inc., a Philadelphia-based innovator in customer experience, as a Remote Customer Service Specialist! We're seeking passionate individuals to deliver exceptional support from the comfort of your home office. Enjoy competitive compensation, comprehensive benefits, and a flexible schedule while making a real impact on our clients' success.
As a key member of our virtual team, you'll be the voice of our brand, resolving inquiries with empathy and efficiency. Our state-of-the-art remote work infrastructure ensures seamless collaboration, and we provide all necessary equipment to set you up for success. Plus, enjoy monthly wellness stipends and ongoing professional development opportunities.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with first-contact resolution focus
- Document interactions accurately in CRM systems while maintaining confidentiality
- Collaborate with cross-functional teams to address complex customer issues
- Identify process improvement opportunities to enhance service quality
- Meet/exceed key performance metrics (CSAT, AHT, FCR)
- Participate in bi-weekly team training sessions and knowledge-sharing
Qualifications
- Minimum 1 year customer service experience in B2B/B2C environments
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional verbal/written communication and active listening skills
- High-speed home internet and quiet dedicated workspace
- Ability to work independently while maintaining team collaboration
- Flexibility to cover evening/weekend shifts during peak seasons