Job Description
Join our award-winning team as a Customer Service Representative and deliver exceptional support during critical night hours. This immediate-start position offers competitive compensation, comprehensive training, and career growth opportunities in Atlanta's vibrant business district. We value your dedication to customer satisfaction and provide a supportive environment where your skills shine.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve billing, technical, and service-related issues using CRM tools and knowledge base resources
- Document all interactions accurately in Salesforce while maintaining HIPAA/GDPR compliance standards
- Collaborate with cross-functional teams to escalate complex cases and ensure seamless resolutions
- Meet/exceed performance metrics including CSAT scores, first-contact resolution, and average handle time
- Proactively identify upsell opportunities and product education needs during customer interactions
- Maintain detailed call logs and quality assurance documentation for continuous improvement
Qualifications
- Minimum 1 year customer service experience in B2B or B2C environment
- Proven ability to navigate multiple software systems simultaneously (CRM, ticketing, chat platforms)
- Exceptional verbal/written communication skills with neutral accent and clear enunciation
- Strong problem-solving abilities with demonstrated conflict resolution expertise
- High school diploma or equivalent; college degree preferred
- Flexibility to work 12-hour night shifts (7 PM - 7 AM) including weekends and holidays
- Proficient in Microsoft Office Suite and typing minimum 45 WPM
- Ability to pass background check and drug screening upon offer