Job Description
Join our award-winning team at Global Solutions Inc. as a Night Shift Customer Service Representative! We're seeking dedicated professionals to deliver exceptional customer experiences during our peak evening hours. This full-time role offers competitive pay, comprehensive benefits, and career growth opportunities in Jacksonville's thriving business district.
As a key member of our support team, you'll resolve complex inquiries, process transactions, and maintain customer satisfaction records. Our 24/7 operations center features modern amenities and a supportive culture focused on work-life balance for night shift employees.
Responsibilities
- Handle high-volume inbound/outbound calls and digital communications with empathy and efficiency
- Resolve customer inquiries regarding billing, products, and services using CRM tools
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with escalation teams to resolve complex issues within SLA timelines
- Meet/exceed KPIs including CSAT scores, AHT, and first-contact resolution
- Participate in ongoing training to master product knowledge and service protocols
Qualifications
- Minimum 1 year customer service experience in high-volume environment
- Strong typing skills (45+ WPM) and proficiency with CRM/ERP systems
- Exceptional problem-solving abilities and conflict resolution techniques
- Flexibility to work 11 PM - 7 AM schedule with weekend rotations
- High school diploma or equivalent; college degree preferred
- Spanish fluency a significant plus for bilingual support roles
- Ability to multitask effectively in fast-paced digital/phone environment