Job Description
Join our award-winning customer support team at Innovate Solutions Inc. as a remote Customer Service Representative. We're seeking empathetic professionals to deliver exceptional experiences for our clients across Boston and beyond. Enjoy flexible remote work while making a tangible impact in a collaborative, growth-oriented environment. Our comprehensive benefits package includes health insurance, 401(k) matching, and professional development opportunities.
Responsibilities
- Handle inbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve technical issues and product concerns using CRM tools and knowledge bases
- Document interactions accurately in Salesforce while maintaining data quality standards
- Collaborate with technical teams to escalate complex issues and ensure resolution
- Proactively identify opportunities to improve customer experience and retention
- Meet or exceed monthly KPIs including CSAT, FCR, and AHT targets
- Participate in weekly training sessions to enhance product knowledge and soft skills
Qualifications
- 1+ years of customer service experience in a remote or hybrid setting
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk software
- Exceptional verbal and written communication skills with professional tone
- Strong problem-solving abilities with attention to detail
- High-speed internet connection and quiet home office setup
- Ability to work flexible hours including evenings and weekends as needed
- Associate degree or equivalent experience required; Bachelor's preferred
- Experience in SaaS or technology sector highly valued