Job Description
Join our award-winning customer service team in Baltimore! We're urgently seeking passionate individuals to deliver exceptional support experiences. This full-time role offers competitive pay, comprehensive training, and immediate start for qualified candidates. Help shape our customers' journey while growing your career in a dynamic environment.
Responsibilities
- Handle 50+ customer inquiries daily via phone, email, and chat
- Resolve billing, technical, and product-related issues with empathy
- Document interactions accurately in Salesforce CRM system
- Collaborate with technical teams to escalate complex cases
- Meet/exceed monthly performance metrics (CSAT, AHT, FCR)
- Identify upsell opportunities for premium services
- Participate in weekly coaching and training sessions
Qualifications
- 1+ years customer service experience in high-volume environment
- Proficiency with CRM software (Salesforce preferred)
- Exceptional communication and conflict resolution skills
- Ability to type 45+ WPM with 98% accuracy
- Flexible availability including evenings/weekends
- High school diploma or equivalent; college degree preferred
- Experience with remote support tools (Zoom, Teams)