Job Description
Join our award-winning team in Oakland as a Customer Service Representative and make an immediate impact! We're seeking passionate individuals to deliver exceptional support to our diverse clientele. This full-time position offers competitive pay, comprehensive benefits, and the opportunity for rapid career growth. If you thrive in dynamic environments and possess exceptional communication skills, apply today to start your career journey with us!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex customer issues using problem-solving techniques and CRM systems
- Document all interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with cross-functional teams to escalate unresolved issues and improve processes
- Meet/exceed performance metrics including CSAT scores, resolution time, and first-contact resolution
- Continuously update product knowledge through training modules and team briefings
- Proactively identify upsell opportunities and communicate value-added services
- Adhere to company policies while maintaining a positive brand image in all communications
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years customer service experience in high-volume contact center environments
- Exceptional verbal/written communication skills with neutral accent fluency
- Proficient in CRM platforms (Salesforce preferred) and Microsoft Office Suite
- Ability to multitask effectively while maintaining composure under pressure
- Strong problem-solving abilities with attention to detail
- Flexibility to work weekends, evenings, and holidays as needed
- Valid California driver's license (for occasional off-site client visits)