Job Description
Join our award-winning customer experience team at Pacific Northwest Solutions! We're seeking a passionate Customer Service Representative to deliver exceptional support to our growing client base in the Pacific Northwest. This full-time role offers competitive compensation, comprehensive benefits, and clear career advancement paths within our dynamic organization.
As a key member of our support hub, you'll be the voice of our brand—resolving inquiries with empathy, efficiency, and expertise. We provide extensive training and a collaborative environment where your contributions directly impact customer loyalty and business growth.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve complex technical and billing issues while maintaining high customer satisfaction scores
- Document interactions accurately in Salesforce CRM and maintain detailed case records
- Collaborate with technical teams to escalate unresolved issues and implement solutions
- Meet/exceed key performance metrics (CSAT, FCR, AHT) through continuous improvement
- Proactively identify upsell opportunities and cross-sell relevant products/services
Qualifications
- Minimum 2 years of customer service experience in a fast-paced environment
- Proficiency with CRM software (Salesforce preferred) and ticketing systems
- Exceptional communication skills with ability to de-escalate sensitive situations
- Strong problem-solving abilities and attention to detail
- High school diploma or equivalent; associate's degree preferred
- Ability to work flexible shifts including weekends and holidays
- Basic technical troubleshooting knowledge for consumer electronics/software