Job Description
Join our award-winning customer service team in San Antonio! We're seeking dedicated Night Shift Customer Service Representatives to deliver exceptional support to our global clientele. This full-time position offers competitive pay, comprehensive benefits, and opportunities for career advancement. As a key member of our support ecosystem, you'll be the voice of our brand, resolving inquiries with empathy and efficiency. Our modern downtown office features collaborative workspaces, wellness programs, and a supportive culture focused on employee growth. This night shift role (10 PM - 6 AM) includes a 15% night differential and monthly performance bonuses.
What We Offer:
• Comprehensive health benefits package
• Paid training and certification programs
• 401(k) with company matching
• Monthly performance incentives
• Career development pathways
Responsibilities
- Handle inbound/outbound customer calls, chats, and emails with exceptional professionalism
- Resolve product inquiries, billing concerns, and technical support issues
- Document interactions accurately in CRM system while maintaining service quality metrics
- Collaborate with technical teams to resolve complex customer escalations
- Participate in ongoing product training to maintain knowledge accuracy
- Meet/exceed performance targets including CSAT, FCR, and AHT
- Contribute to process improvement initiatives through feedback analysis
Qualifications
- High school diploma or equivalent; college degree preferred
- Minimum 1 year customer service experience in BPO or retail
- Exceptional verbal/written communication skills in English
- Ability to type 40+ WPM with 95% accuracy
- Proficiency with CRM software (Salesforce/Zendesk) and Microsoft Office
- Strong problem-solving abilities and emotional intelligence
- Availability to work flexible shifts including weekends/holidays
- Bilingual (English/Spanish) certification a significant plus