Job Description
Join our award-winning call center team in downtown Los Angeles! We're seeking passionate Customer Service Representatives to deliver exceptional experiences to our diverse clientele. As a key member of our support team, you'll handle inbound/outbound calls, resolve inquiries with speed and empathy, and contribute to our industry-leading customer satisfaction scores. Enjoy a collaborative environment with comprehensive training, performance bonuses, and clear pathways to advancement.
Responsibilities
- Manage high-volume inbound/outbound customer calls with professionalism and efficiency
- Resolve billing, technical, and product inquiries using CRM tools
- Document all interactions accurately in Salesforce and Zendesk systems
- Meet/exceed KPIs including CSAT scores, AHT, and first-call resolution rates
- Collaborate with technical teams to resolve complex escalations
- Participate in ongoing training programs to enhance product knowledge
- Identify process improvement opportunities and provide constructive feedback
Qualifications
- 1+ years call center or customer service experience required
- Exceptional verbal communication skills in English and Spanish
- Proficient with CRM platforms (Salesforce, Zendesk) and MS Office
- Type 40+ WPM with strong attention to detail
- Ability to multitask in fast-paced environment with minimal supervision
- Flexible schedule including evenings/weekends during peak seasons
- High school diploma or equivalent; college degree preferred