Job Description
Join Peak Support Solutions as a Night Shift Customer Service Representative and become the voice of our brand during critical after-hours operations. This premium role offers exceptional work-life balance with a 4-day workweek (10-hour shifts) while delivering exceptional support to our diverse clientele. You'll work in our modern downtown Colorado Springs office equipped with ergonomic workstations and wellness amenities, collaborating with a tight-knight team committed to excellence.
As a key member of our customer experience team, you'll resolve inquiries with empathy and efficiency, turning challenges into opportunities for customer loyalty. We provide comprehensive training, career advancement pathways, and performance-based bonuses. Our culture values work-life balance, professional growth, and recognition for outstanding service.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat during night shift hours (10 PM - 6 AM)
- Resolve complex billing, technical, and account inquiries with first-contact resolution
- Document interactions accurately in CRM systems while maintaining HIPAA/GDPR compliance
- Collaborate with cross-functional teams to escalate unresolved issues effectively
- Identify process improvement opportunities and contribute to team knowledge base
- Meet/exceed quality metrics (CSAT, AHT, FCR) through personalized service delivery
- Participate in ongoing training to enhance product knowledge and soft skills
Qualifications
- Minimum 1 year customer service experience in high-volume environment
- Exceptional verbal/written communication with neutral accent proficiency
- Strong problem-solving skills with ability to de-escalate sensitive situations
- Proficiency with CRM platforms (Salesforce preferred) and Microsoft Office Suite
- Ability to work independently during night shifts with minimal supervision
- High school diploma or equivalent; college degree preferred
- Typing speed of 40+ WPM with 95% accuracy
- Availability to work weekends and holidays as needed