Job Description
Join our award-winning customer service team as a Night Shift Representative in the heart of Los Angeles! We're seeking dedicated professionals to deliver exceptional support during our critical overnight hours. Enjoy competitive compensation, comprehensive benefits, and a supportive team environment while serving diverse clientele across multiple industries. Immediate start available for qualified candidates ready to make an impact.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve complex technical and billing issues using proprietary CRM systems
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with cross-functional teams to escalate unresolved issues
- Meet/exceed performance metrics including CSAT and first-contact resolution rates
- Maintain product knowledge through ongoing training and self-study
- Support emergency after-hours requests with urgency and precision
Qualifications
- Minimum 1 year customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional problem-solving abilities and conflict resolution skills
- Available to work flexible night shifts (10 PM - 6 AM) with weekends
- Strong written and verbal communication in English and Spanish
- Ability to multitask in fast-paced, high-pressure scenarios
- High school diploma or equivalent; college degree preferred
- US work authorization and reliable transportation