Job Description
Join our award-winning customer experience team in Louisville! At Innovate Solutions Inc., we're seeking passionate individuals to deliver exceptional support to our growing client base. Enjoy a collaborative environment, comprehensive training, and opportunities for career growth within our Fortune 500 partner ecosystem.
We offer competitive benefits including health insurance, 401k matching, and paid time off. Our downtown Louisville office features modern amenities and flexible work arrangements to support your success.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve technical and billing issues using Salesforce CRM and Zendesk tools
- Document interactions accurately in our ticketing system with 100% compliance
- Collaborate with technical teams to resolve complex escalations
- Meet/exceed monthly KPIs including average handle time and first-contact resolution
- Contribute to process improvement initiatives through quarterly feedback sessions
Qualifications
- High school diploma or equivalent (college degree preferred)
- 1+ years customer service experience in B2B or SaaS environment
- Proficiency with CRM software (Salesforce, Zendesk, or similar)
- Exceptional written and verbal communication skills
- Ability to multitask in fast-paced digital channels
- Strong problem-solving with empathy-driven approach
- Typing speed of 40+ WPM with 98% accuracy