Job Description
Join our award-winning customer service team in Baltimore! We're seeking dedicated Night Shift Customer Service Representatives to deliver exceptional support to our clients during overnight hours. This full-time role offers competitive pay, comprehensive benefits, and a supportive team environment. If you thrive in dynamic settings and want to make a difference, we encourage you to apply.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve technical issues, billing questions, and service complaints efficiently
- Document interactions accurately in CRM systems and maintain detailed case notes
- Collaborate with technical teams to resolve complex customer escalations
- Meet/exceed performance metrics for response time, resolution rate, and customer satisfaction
- Participate in ongoing training to enhance product knowledge and service skills
Qualifications
- Minimum 1 year customer service experience in call center or support role
- Strong problem-solving abilities with excellent verbal/written communication
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office
- Ability to work independently during overnight shifts (11 PM - 7 AM)
- High school diploma or equivalent; college degree preferred
- Flexibility to adapt to changing priorities and schedules
- Positive attitude and resilience in fast-paced environments