Job Description
Join our award-winning customer support team as a Customer Service Representative and deliver exceptional experiences from home. We're seeking empathetic professionals to serve our Boston-based clients while enjoying the flexibility of remote work. This role offers competitive compensation, comprehensive benefits, and career growth opportunities in a dynamic environment.
Our ideal candidate thrives in fast-paced settings, possesses strong problem-solving skills, and shares our commitment to customer satisfaction. You'll be the voice of our brand, resolving inquiries with professionalism and efficiency while maintaining a positive work-life balance.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve billing, technical, and account issues using CRM systems and knowledge bases
- Document interactions accurately in Salesforce and escalate complex cases appropriately
- Collaborate with cross-functional teams to improve service delivery processes
- Meet/exceed monthly KPIs including handle time, first-contact resolution, and CSAT
- Participate in ongoing training to master product updates and service protocols
Qualifications
- 2+ years customer service experience in remote or hybrid environments
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional communication skills with clear articulation in English
- Type 40+ WPM with strong attention to detail in documentation
- High-speed internet connection and quiet home office setup
- Associate's degree or equivalent technical certification preferred
- Ability to work flexible shifts including evenings and weekends as needed