Job Description
Join our award-winning customer experience team as a Senior Customer Service Representative! We're seeking dynamic professionals to deliver exceptional support to our global client base from the comfort of your home office. This full-time remote position offers competitive compensation, comprehensive benefits, and career growth opportunities in a fast-paced tech environment. As a key member of our Austin-based team, you'll be instrumental in maintaining our industry-leading satisfaction scores while working with cutting-edge CRM systems.
What We Offer:
• Remote-first work culture with flexible scheduling
• Medical, dental, and vision insurance
• 401(k) with company match
• Annual professional development stipend
• Equipment stipend for home office setup
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Utilize Salesforce and Zendesk to document interactions and maintain accurate case histories
- Collaborate with technical support teams to troubleshoot escalated issues
- Identify upsell opportunities and cross-sell premium services
- Contribute to process improvement initiatives through weekly team meetings
- Maintain strict adherence to HIPAA and PCI-DSS compliance standards
- Train junior representatives on best practices and product knowledge
Qualifications
- 3+ years of customer service experience in SaaS or tech industry
- Proven ability to de-escalate high-pressure situations
- Advanced proficiency in CRM platforms (Salesforce/Zendesk)
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with analytical mindset
- Self-motivated with excellent time management skills
- High-speed internet connection and quiet home workspace
- Associate degree or equivalent professional certification