Job Description
Join our award-winning customer experience team in Charlotte, NC! Innovate Solutions Inc. is seeking a passionate Customer Service Representative to deliver exceptional support to our growing client base. Enjoy a collaborative environment with competitive compensation, comprehensive benefits, and opportunities for career advancement. As a key player in our success, you'll become the voice of our brand while developing valuable skills in communication, problem-solving, and customer relationship management.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ resolution rate
- Resolve complex billing, technical, and account issues using CRM systems
- Document interactions accurately in Salesforce while maintaining data integrity
- Collaborate with technical teams to escalate unresolved issues efficiently
- Proactively identify upsell opportunities to enhance customer satisfaction
- Meet/exceed monthly KPIs for response time, first-contact resolution, and CSAT
- Participate in weekly training sessions to master product updates and service techniques
Qualifications
- High school diploma or equivalent; associate degree preferred
- 2+ years customer service experience in B2B/B2C environments
- Proficiency with CRM platforms (Salesforce) and Microsoft Office Suite
- Exceptional verbal/written communication skills with strong emotional intelligence
- Ability to multitask in fast-paced settings while maintaining composure
- Strong problem-solving skills with attention to detail
- Valid North Carolina driver's license and reliable transportation
- Fluency in English; Spanish proficiency highly valued