Job Description
Join our award-winning customer experience team in Phoenix! At Innovate Solutions Inc., we're revolutionizing how businesses connect with their clients. As a Customer Service Representative, you'll be the voice of our brand—delivering exceptional support that turns customers into loyal advocates. We offer a collaborative, growth-oriented environment with competitive benefits including health insurance, 401(k) matching, and tuition reimbursement. Ready to make an impact? Apply today!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve complex issues using CRM systems and product knowledge
- Collaborate with cross-functional teams to improve service processes
- Document interactions accurately in Salesforce and maintain detailed case notes
- Meet/exceed KPIs including CSAT scores, resolution time, and first-contact resolution
- Identify upsell opportunities through needs-based conversations
- Participate in ongoing training to master new products and compliance standards
Qualifications
- 2+ years in customer service or call center environment
- Proven experience with CRM platforms (Salesforce preferred)
- Exceptional communication skills with ability to de-escalate situations
- High school diploma; college degree in business or communications a plus
- Typing speed of 40+ WPM and proficiency with Microsoft Office
- Ability to work flexible shifts including evenings/weekends
- Bilingual (English/Spanish) certification highly desirable