Job Description
Join our award-winning support team in Cleveland and make an immediate impact! We're seeking passionate Customer Service Representatives to deliver exceptional experiences during our critical night shift operations. This is your chance to join a dynamic, tech-forward company with rapid advancement opportunities and comprehensive benefits. No weekends required!
Our 24/7 support center powers Fortune 500 clients, and your role will be pivotal in maintaining their customer satisfaction scores. Enjoy a collaborative, inclusive environment with competitive pay, health benefits starting Day 1, and monthly performance bonuses. Training begins immediately - no experience necessary!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, chat, and email with 95%+ satisfaction metrics
- Resolve billing, technical, and product issues using CRM systems and knowledge bases
- Document interactions accurately in Salesforce and escalate complex cases to Tier 2
- Meet/exceed KPIs including AHT (Average Handle Time) and FCR (First Contact Resolution)
- Collaborate with global teams to maintain consistent service standards
- Participate in monthly training sessions to enhance product knowledge
- Contribute to process improvement initiatives for night shift operations
Qualifications
- High school diploma or equivalent; college degree preferred
- Minimum 6 months customer service or call center experience
- Strong typing skills (40+ WPM) and proficiency with Microsoft Office Suite
- Ability to work independently during night shifts (11 PM - 7 AM)
- Excellent problem-solving skills with calm demeanor under pressure
- Valid US work authorization and reliable transportation
- Basic technical troubleshooting for common software/hardware issues
- Spanish bilingual skills a significant plus