Job Description
Join Coastal Connect Solutions as a Night Shift Customer Service Representative and become the voice of our Long Beach community! We're seeking empathetic professionals to deliver exceptional support while enjoying the flexibility of remote work. This role is perfect for night owls who thrive in dynamic environments and want to make a real difference in customers' lives. With competitive compensation, comprehensive training, and a supportive virtual team, you'll have everything needed to excel in this rewarding career opportunity.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve billing, product, and service issues using CRM systems and troubleshooting protocols
- Document interactions accurately in Salesforce while maintaining HIPAA compliance
- Collaborate with cross-functional teams to escalate complex issues and ensure timely resolutions
- Meet/exceed KPIs including CSAT, FCR, and AHT metrics
- Proactively identify upsell opportunities for premium services
- Participate in monthly training to enhance product knowledge and soft skills
Qualifications
- Minimum 1 year customer service experience in high-volume environments
- Exceptional verbal/written communication skills with clear articulation
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Ability to multitask effectively while maintaining composure under pressure
- Strong problem-solving skills with attention to detail
- Reliable high-speed internet and quiet home office setup
- Flexibility to work 11 PM - 7 AM Pacific Time, including weekends
- Passion for serving diverse communities and representing Long Beach values