Job Description
Join our award-winning customer service team and become the voice of our brand! We're seeking dedicated Night Shift Customer Service Representatives to deliver exceptional support from the comfort of your home office. This remote role offers competitive pay, comprehensive benefits, and the flexibility to work while the city sleeps. As a key member of our 24/7 support hub, you'll resolve inquiries with empathy and efficiency, directly impacting customer loyalty and satisfaction. Our inclusive culture values growth—we provide paid training, career advancement paths, and recognition programs. Experience the perfect blend of professional challenge and work-life balance with a company that invests in your success.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and speed
- Resolve billing, technical, and product issues using CRM tools and knowledge bases
- Document interactions accurately in Salesforce while maintaining HIPAA/GDPR compliance
- Collaborate with cross-functional teams to escalate complex cases and drive process improvements
- Meet/exceed KPIs including first-contact resolution, CSAT scores, and AHT targets
- Proactively identify upsell opportunities to enhance customer retention
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years customer service experience in remote/inbound environments
- Typing speed ≥ 45 WPM with 95% accuracy
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving skills and emotional intelligence
- Reliable high-speed internet and quiet home office setup
- Ability to work independently during night shifts (11 PM - 7 AM EST)