Job description
Join NovaCustomer Solutions, a premium customer service partner, and elevate the customer experience. This full-time role is based in Austin, TX, with competitive pay, benefits, and growth opportunities.
As a Customer Service Representative, you will be the friendly voice of the brand, helping customers across phone, email, and live chat. You will resolve issues, educate customers, and ensure each interaction leaves a positive impression.
Responsibility
- Provide exceptional customer support via phone, email, and live chat to a diverse customer base.
- Resolve product and service issues by clarifying customer needs, researching solutions, and following up to ensure satisfaction.
- Document and track customer interactions in our CRM system, updating case statuses and notes accurately.
- Collaborate with sales, product, and technical teams to deliver timely resolutions and clear communication.
- Identify recurring issues and trends, providing insights to improve products and processes.
- Maintain a professional and empathetic tone with customers, even under pressure, to protect the brand experience.
- Assist customers with onboarding, product usage guidance, and upsell opportunities where appropriate and compliant.
Qualification
- 1–3 years of customer service experience; call center experience preferred.
- Excellent verbal and written communication skills; active listening and problem-solving mindset.
- Proficiency with CRM software (eg Zendesk, Freshdesk, Salesforce) and basic IT literacy.
- Ability to multitask, stay organized, and manage time effectively in a fast-paced environment.
- Strong conflict resolution and customer empathy with a professional, patient demeanor.
- Availability to work flexible shifts, including weekends or evenings if required.
- High school diploma required; bachelor’s degree or equivalent experience preferred.
- English fluency; bilingual skills are a plus.