Job Description
Join our award-winning customer service team as a Night Shift Representative and deliver exceptional support to Seattle-area clients while working remotely. This full-time role offers competitive pay, comprehensive benefits, and career advancement opportunities. We're seeking dedicated professionals who thrive in dynamic environments and want to make a real impact on customer experiences. If you're a night owl with outstanding communication skills and a passion for problem-solving, apply today to join our innovative team.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex billing, technical, and service issues using knowledge base and CRM tools
- Document all interactions accurately in Salesforce while maintaining HIPAA compliance standards
- Collaborate with technical teams to resolve escalated issues within SLA timelines
- Proactively identify process improvement opportunities to enhance customer satisfaction
- Participate in ongoing training sessions to maintain product knowledge expertise
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
Qualifications
- Minimum 2 years customer service experience in B2B or high-volume environment
- Proven ability to navigate multiple systems simultaneously (CRM, ticketing, knowledge bases)
- Exceptional written/verbal communication skills with neutral accent
- Strong problem-solving abilities with data-driven approach
- Reliable high-speed internet and dedicated home office space
- Available to work flexible night shifts (10 PM - 6 AM) including weekends
- Proficiency in Microsoft Office Suite and Salesforce
- Associates degree or equivalent certification preferred