Job Description
Join our award-winning team as a Night Shift Customer Service Representative and become the voice of excellence for our clients. We're seeking dedicated professionals to deliver exceptional support during evening hours, ensuring seamless customer experiences while working in a dynamic, tech-enabled environment. This role offers immediate start, competitive compensation, and clear pathways for career advancement within our rapidly growing organization.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve billing, technical, and product-related issues using proprietary CRM systems
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with technical support and billing departments to resolve complex escalations
- Meet/exceed KPIs for average handling time, first-contact resolution, and customer satisfaction
- Participate in ongoing training to master product knowledge and service protocols
- Identify upsell opportunities for premium service offerings
Qualifications
- Minimum 1 year of customer service experience in high-volume contact centers
- Exceptional verbal/written communication skills with neutral accent
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Ability to work independently during night shifts (11 PM - 7 AM)
- Strong problem-solving skills with proven conflict resolution abilities
- High school diploma or equivalent; college degree preferred
- Must pass background check and drug screening
- Flexible schedule availability including weekends/holidays