Job Description
Join ConnectSphere Solutions as a Night Shift Customer Service Representative and become the voice of innovation for our clients! We're seeking dedicated professionals to deliver exceptional support during evening hours in the vibrant Detroit metropolitan area. This role offers competitive pay, comprehensive benefits, and the opportunity to grow within a dynamic team environment. If you thrive in fast-paced settings and prioritize customer satisfaction, this is your chance to make a meaningful impact while advancing your career.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and professionalism
- Resolve complex issues using CRM systems and troubleshooting protocols
- Document interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with cross-functional teams to escalate unresolved issues
- Meet/exceed KPIs including CSAT scores, resolution times, and first-contact rates
- Participate in ongoing training to master product knowledge and service techniques
- Identify process improvement opportunities to enhance customer experience
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years of customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office
- Exceptional communication skills with strong active listening abilities
- Ability to navigate multiple systems simultaneously under pressure
- Flexibility to work nights, weekends, and holidays as required
- Proven problem-solving skills with a customer-first mindset