Job Description
Join our award-winning customer service team as a Night Shift Customer Service Representative in the heart of Boston! We're seeking dedicated professionals to provide exceptional support during our peak evening hours (10 PM - 6 AM). Enjoy competitive pay, comprehensive benefits, and a supportive work environment while helping our clients resolve inquiries with empathy and efficiency. This role offers stability, growth opportunities, and a unique work-life balance with daytime availability.
Why Join Us?
- Industry-leading training program
- Health, dental, and vision insurance
- Tuition reimbursement
- 401(k) with company match
- Paid time off and holidays
Responsibilities
- Handle inbound/outbound customer calls, emails, and chats with professionalism
- Resolve billing, technical, and account inquiries using CRM systems
- Document interactions accurately in Salesforce and maintain case records
- Collaborate with day-shift teams for seamless issue escalation
- Meet/exceed performance metrics (CSAT, FCR, AHT)
- Participate in monthly team training sessions
- Identify process improvement opportunities
Qualifications
- 1+ years of customer service experience
- High school diploma or equivalent (college degree preferred)
- Excellent verbal/written communication skills
- Proficiency with CRM platforms (Salesforce experience a plus)
- Ability to work independently during overnight hours
- Strong problem-solving and conflict resolution abilities
- Reliable transportation for late-night commute
- Flexibility to cover weekend shifts as needed