Job Description
Join our award-winning team at Boston Solutions Group, where exceptional service meets innovation! We're seeking a dedicated Customer Service Representative to be the voice of our brand and deliver outstanding experiences to our diverse client base. This role offers competitive compensation, comprehensive benefits, and growth opportunities in a dynamic downtown Boston environment.
As a key member of our customer experience team, you'll handle inquiries with professionalism, resolve issues efficiently, and contribute to our mission of exceeding customer expectations. We provide industry-leading training and a supportive culture that values your development and well-being.
Responsibilities
- Respond to customer inquiries via phone, email, and chat with empathy and accuracy
- Resolve billing, product, and service issues through systematic troubleshooting
- Document interactions in CRM systems while maintaining detailed case notes
- Collaborate with technical teams to escalate complex issues effectively
- Identify upsell opportunities based on customer needs and company offerings
- Maintain performance metrics including response time and resolution rate
- Participate in weekly training sessions to enhance product knowledge
Qualifications
- High school diploma or equivalent; bachelor's degree preferred
- 1+ years of customer service experience in a B2C environment
- Proficiency with CRM software (Salesforce experience a plus)
- Exceptional verbal/written communication skills
- Strong problem-solving abilities and emotional intelligence
- Ability to multitask in a fast-paced, high-volume setting
- Available to work flexible shifts including evenings/weekends
- Boston residency or willingness to relocate to the area