Job Description
Join our award-winning customer experience team in sunny Miami! Global Solutions Inc. is seeking a passionate Customer Service Representative to deliver exceptional support to our diverse clientele. This hybrid role combines remote flexibility with in-office collaboration at our vibrant downtown Miami headquarters. You'll be the voice of our brand, transforming inquiries into loyalty while enjoying competitive benefits and career growth opportunities in one of America's most dynamic cities.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex billing, technical, and product issues using Zendesk and Salesforce CRM
- Proactively identify upsell opportunities to drive revenue growth
- Document all interactions in compliance with HIPAA and PCI-DSS standards
- Collaborate with Spanish-speaking customers fluently (required)
- Contribute to process improvement initiatives through weekly team huddles
- Maintain 30+ calls/day with average handle time under 4 minutes
Qualifications
- Minimum 2 years' customer service experience in high-volume environment
- Bilingual fluency in English and Spanish (written/spoken)
- Proficient in CRM software (Salesforce/Zendesk) and MS Office Suite
- Proven ability to de-escalate sensitive situations with emotional intelligence
- Associate's degree or equivalent professional certification
- Available for rotating weekend shifts (Sat/Sun 9AM-5PM)
- Type 45+ WPM with 98% accuracy in data entry
- Positive attitude and adaptability to fast-paced tech changes