Job Description
Join our dynamic team as a Local Customer Service Representative and become the heart of our community-focused operations! We're hosting a special hiring event for weekend shift roles in Baltimore, MD, offering competitive pay and growth opportunities. As the first point of contact, you'll deliver exceptional support to local residents while building meaningful relationships. This role combines remote flexibility with occasional in-person client meetings, perfect for those seeking work-life balance without compromising impact.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 98% resolution rate
- Resolve billing, technical, and service issues using CRM systems (Salesforce)
- Document interactions accurately in compliance with HIPAA/GDPR standards
- Collaborate with local partners to coordinate service delivery across Baltimore communities
- Proactively identify upsell opportunities to enhance customer value
- Participate in weekend shift rotations (Sat/Sun 7am-3pm)
- Contribute to monthly service improvement initiatives
Qualifications
- High school diploma or equivalent; college degree preferred
- 2+ years customer service experience in local market
- Proficiency with Zendesk/Genesys CRM platforms
- Exceptional conflict resolution and active listening skills
- Available for consistent weekend shifts (Sat/Sun)
- Basic understanding of Baltimore geography and community resources
- Spanish language fluency a strong plus
- Passion for local community engagement