Job Description
Join our award-winning customer experience team at InnovateTech Solutions! We're seeking passionate individuals to deliver exceptional support to our growing client base in the heart of Silicon Valley. As a Customer Service Representative, you'll be the voice of our brand, transforming challenges into opportunities and building lasting relationships.
What We Offer:
- Competitive hourly pay + performance bonuses
- Comprehensive health/dental/vision benefits
- Professional development stipend
- Modern downtown workspace with commuter perks
Responsibilities
- Handle 50+ daily customer interactions via phone, email, and chat
- Resolve technical and billing inquiries with 95% first-contact resolution
- Document cases in Salesforce with precision and detail
- Collaborate with Tier-2 support for complex escalations
- Proactively identify upsell opportunities for premium services
- Maintain 98% CSAT score through empathetic communication
- Participate in weekly improvement workshops
Qualifications
- 2+ years B2B customer service experience
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to navigate multiple systems simultaneously
- Experience in SaaS or tech industry preferred
- Spanish bilingual certification a plus
- Strong problem-solving with data-driven approach
- Available for evening shifts (1-9 PM)