Job Description
Join our award-winning customer experience team as a Remote Customer Service Specialist in Atlanta! We're seeking passionate professionals to deliver exceptional support to our diverse client base. Enjoy the flexibility of remote work while making a tangible impact on customer satisfaction and retention. This full-time role offers competitive compensation, comprehensive benefits, and career growth opportunities in a dynamic tech environment.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with empathy and efficiency
- Maintain detailed case documentation in Salesforce CRM system
- Collaborate with technical teams to resolve escalated issues
- Analyze customer feedback to identify service improvement opportunities
- Meet/exceed KPIs including CSAT scores, first-contact resolution, and AHT
- Train new hires on product knowledge and service protocols
- Proactively identify cross-sell opportunities for premium services
Qualifications
- 3+ years of customer service experience in B2B tech environment
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written/verbal communication skills
- Ability to work independently in remote setting
- Strong problem-solving and conflict resolution abilities
- Experience with multi-channel support systems
- Associate degree in Business or related field
- Availability for flexible scheduling including weekends