Job Description
Join Coastal Connect Solutions, a leader in premium customer experience, as a Senior Customer Service Representative. This remote position offers the flexibility to work from anywhere while delivering exceptional support to our diverse clientele. You'll be part of a dynamic team committed to transforming customer interactions into lasting relationships. Enjoy competitive benefits, professional development opportunities, and a supportive virtual work environment.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex customer issues using CRM systems and collaborative problem-solving techniques
- Document interactions accurately and maintain detailed case histories in Salesforce
- Collaborate with cross-functional teams to address systemic service gaps
- Mentor junior representatives and contribute to process improvement initiatives
- Meet or exceed performance metrics including CSAT, FCR, and SLA targets
- Proactively identify upsell opportunities and drive revenue growth
Qualifications
- 3+ years of customer service experience with remote work proficiency
- Expertise in CRM platforms (Salesforce preferred) and helpdesk software
- Exceptional communication skills with ability to de-escalate sensitive situations
- Proven ability to multitask in fast-paced virtual environments
- Associate degree in Business or related field preferred
- Strong typing skills (60+ WPM) and technical troubleshooting aptitude
- Experience with B2B customer support in SaaS or logistics industry