Job Description
Join our award-winning team as a Senior Customer Service Representative and deliver exceptional remote support to clients across the Houston metro area. We're seeking passionate individuals who thrive in dynamic virtual environments to elevate our customer experience. Enjoy a competitive salary, comprehensive benefits package, and flexible remote work setup while making a tangible impact in our growing tech ecosystem.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve complex technical and billing issues using CRM tools (Salesforce) and knowledge bases
- Document interactions meticulously and maintain accurate customer records in compliance with policies
- Collaborate with cross-functional teams to escalate unresolved issues and implement solutions
- Analyze customer feedback trends to identify service improvement opportunities
- Train and mentor junior representatives on best practices and product knowledge
- Meet/exceed performance metrics including CSAT scores, resolution rates, and SLA adherence
Qualifications
- 3+ years of customer service experience, preferably in tech or SaaS industries
- Proficiency with CRM platforms (Salesforce, Zendesk) and remote collaboration tools
- Exceptional verbal/written communication skills with strong problem-solving abilities
- Ability to multitask effectively in fast-paced virtual environments
- Associate's degree or equivalent professional certification required
- Proven track record of meeting/exceeding KPIs in customer-facing roles
- Self-motivated with strong time management and organizational skills
- Authorized to work in the United States without sponsorship