Job Description
Join Pinecone Solutions Inc., a leader in customer experience innovation, as we expand our North Carolina operations. We're seeking a dynamic Part-Time Customer Service Specialist to deliver exceptional support to our growing client base. This role offers flexible scheduling (20-25 hours/week) with competitive compensation and opportunities for professional growth in a collaborative, tech-forward environment.
Our Charlotte team thrives on problem-solving and continuous improvement. You'll be instrumental in maintaining our 98% customer satisfaction rating while working with cutting-edge CRM systems. Enjoy our modern downtown office with complimentary parking, and contribute to a culture that values work-life balance.
Responsibilities
- Handle 40-60 customer inquiries daily via phone, email, and live chat with 95% resolution rate
- Utilize Salesforce CRM to document interactions, update client profiles, and track service metrics
- Collaborate with billing department to resolve payment discrepancies within 24 hours
- Identify upsell opportunities for premium service packages through consultative approach
- Participate in weekly training sessions to master new product launches and process updates
- Maintain 98% accuracy in order processing and customer data management
- Contribute to monthly improvement initiatives through team feedback sessions
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years customer service experience with SaaS or tech industry background
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Exceptional verbal/written communication skills with neutral accent
- Available to work weekends (Saturday shifts 10am-2pm) and 2 weekday evenings
- Ability to type 40+ WPM with 98% data entry accuracy
- Strong problem-solving skills with proven conflict resolution techniques
- Valid North Carolina driver's license (required for occasional off-site client meetings)