Job Description
Join our award-winning customer experience team in the heart of Boston! We're seeking a passionate Customer Service Representative to deliver exceptional support to our diverse client base. Enjoy a collaborative work environment with competitive benefits, professional development opportunities, and the chance to make a real impact. Our modern downtown office offers flexible work arrangements and a culture centered on growth and recognition.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex issues using CRM tools while maintaining 95% customer satisfaction rate
- Collaborate with sales and technical teams to ensure seamless issue resolution
- Document interactions accurately and maintain detailed customer records
- Identify upsell opportunities and contribute to revenue growth targets
- Participate in weekly training sessions to enhance product knowledge
- Meet monthly KPIs including first-call resolution and average handle time
Qualifications
- 2+ years of customer service experience in high-volume environments
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask and prioritize in fast-paced settings
- Associate degree or equivalent professional certification
- Strong problem-solving skills with data-driven approach
- Spanish language proficiency preferred
- Available for occasional weekend shifts during peak seasons