Job Description
Join our award-winning customer experience team in Mesa, AZ! Mesa Solutions Group is seeking passionate Customer Service Representatives to deliver exceptional support to our growing client base. We offer a collaborative, tech-forward environment with comprehensive training and clear career advancement paths. Enjoy competitive benefits, flexible scheduling options, and the opportunity to make a real impact in our community.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve complex billing, technical, and account issues while meeting SLA targets
- Document all interactions accurately in CRM systems and maintain detailed case notes
- Collaborate with technical teams to escalate unresolved issues and ensure timely resolution
- Identify opportunities to improve customer experience processes and contribute to team initiatives
- Meet weekly performance metrics including CSAT, FCR, and AHT standards
Qualifications
- Minimum 2 years of customer service experience in a high-volume environment
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving skills with ability to de-escalate tense situations
- Strong typing skills (45+ WPM) and multitasking capabilities
- High school diploma or equivalent; college degree preferred
- Ability to work flexible shifts including evenings and weekends
- Valid Arizona driver's license and reliable transportation