Job Description
Join our award-winning customer experience team as a Senior Customer Service Representative at Pacific Northwest Solutions. We're seeking passionate individuals to deliver exceptional support to our growing clientele in the tech and retail sectors. Enjoy comprehensive training, career advancement opportunities, and a collaborative work environment in downtown Seattle. What We Offer:
- Competitive hourly pay with performance bonuses
- Comprehensive medical, dental, and vision benefits
- 401(k) with company matching
- Paid time off and flexible scheduling
- Professional development stipend
Responsibilities
- Handle 50+ inbound/outbound customer interactions daily via phone, email, and chat
- Resolve complex billing, product, and technical issues using CRM tools
- Collaborate with cross-functional teams to escalate unresolved cases
- Maintain detailed case documentation in Salesforce with 98% accuracy
- Proactively identify upsell opportunities for premium services
- Contribute to process improvement initiatives
- Mentor junior team members on best practices
Qualifications
- 3+ years of customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to de-escalate sensitive situations professionally
- Strong problem-solving and analytical abilities
- High school diploma or equivalent (Bachelor's degree preferred)
- Availability to work evenings/weekends during peak seasons
- Proficient in Microsoft Office Suite