Job Description
Join our award-winning customer experience team at GlobalTech Solutions Inc., a Fortune 500 technology leader transforming how businesses connect with their clients. We're seeking a dedicated Senior Customer Service Representative to become the voice of our brand in New York City. In this pivotal role, you'll resolve complex inquiries with empathy and precision while driving customer loyalty through exceptional service. Enjoy a competitive benefits package including health insurance, 401k matching, and professional development opportunities. Our modern Manhattan office offers flexible work arrangements and a collaborative, fast-paced environment where your contributions directly impact our success.
Responsibilities
- Handle 50+ customer interactions daily across phone, email, and chat channels
- Resolve technical product issues and billing discrepancies with first-contact resolution rates above 85%
- Document cases accurately in Salesforce while maintaining data integrity standards
- Collaborate with technical teams to escalate unresolved issues and implement solutions
- Proactively identify upsell opportunities based on customer needs and product knowledge
- Maintain detailed knowledge of product updates and service protocols
- Mentor junior representatives through peer coaching sessions
Qualifications
- 3+ years of high-volume customer service experience in SaaS or tech industry
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional conflict resolution skills with proven ability to de-escalate tense situations
- Strong analytical skills for troubleshooting complex technical issues
- Excellent written and verbal communication with fluency in English
- Ability to work flexible shifts including evenings and weekends during peak seasons
- Associate's degree or equivalent professional certification