Job Description
Join our award-winning remote team as a Senior Customer Service Specialist in Charlotte! We're seeking empathetic professionals to deliver exceptional support experiences while working from home. Enjoy competitive compensation, comprehensive benefits, and a flexible schedule. Why work with us? We prioritize employee well-being through mental health stipends, quarterly virtual team-building, and clear growth paths. What you'll love: Collaborative digital workspace, cutting-edge CRM tools, and performance-based bonuses. Ready to thrive? Apply today and become part of our customer-centric revolution!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Proactively identify upsell opportunities and cross-reference product knowledge base
- Maintain detailed case documentation in Salesforce with 24-hour turnaround
- Collaborate with Tier 2 support to escalate technical issues efficiently
- Participate in weekly coaching sessions and skill-building workshops
- Analyze customer feedback trends to improve service protocols
- Support new hire training as a subject matter expert
Qualifications
- 3+ years customer service experience in high-volume environments
- Proficient in Zendesk, Salesforce, and Microsoft Office Suite
- Exceptional written and verbal communication skills
- Ability to multitask across 3+ communication channels simultaneously
- Proven problem-solving with emotional intelligence focus
- Home office setup with reliable high-speed internet
- Flexibility to work evenings/weekends during peak seasons
- Valid North Carolina work authorization required