Job Description
Join our award-winning team as a Customer Service Representative in Albuquerque! We're seeking empathetic communicators to deliver exceptional experiences for our diverse clientele. Enjoy competitive pay, comprehensive benefits, and a vibrant workplace culture focused on growth and recognition.
As a key member of our support division, you'll handle inquiries, resolve issues, and build lasting customer relationships. We provide paid training, flexible scheduling, and opportunities for advancement into specialized roles.
Responsibilities
- Respond to customer inquiries via phone, email, and chat within 15-minute SLA
- Resolve billing, technical, and account-related issues using CRM systems
- Process orders, returns, and exchanges with 99% accuracy
- Document interactions and update customer profiles in Salesforce
- Collaborate with technical teams to resolve complex escalations
- Meet/exceed monthly KPIs for CSAT (target: 92%) and FCR (target: 85%)
- Participate in weekly training sessions on new products/processes
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years customer service experience in high-volume environment
- Proficiency with CRM platforms (Salesforce experience highly valued)
- Typing speed of 45+ WPM with 95% accuracy
- Fluency in English; bilingual Spanish speakers encouraged to apply
- Exceptional conflict resolution and de-escalation skills
- Ability to work rotating weekends and holidays
- Positive attitude and resilience under pressure