Job description
Join our dynamic customer service team in Austin, TX. We focus on delivering customer-first experiences and fast-resolution times. This role offers growth, ongoing training, and a supportive environment.
As a Customer Service Representative, you will be the first point of contact for customers via phone, email, and chat, ensuring inquiries are resolved with empathy and accuracy. You will collaborate with cross functional teams to resolve issues and contribute to process improvements.
Responsibility
- Handle inbound customer inquiries via phone, email, and chat in a timely and professional manner.
- Identify customer needs and provide accurate information about products, policies, and procedures.
- Resolve issues efficiently while maintaining a calm and courteous demeanor.
- Update customer records in the CRM and document interactions clearly.
- Collaborate with sales, technical support, and logistics teams to ensure seamless resolutions.
- Escalate complex cases to the appropriate team with clear context and next steps.
- Meet or exceed defined service level agreements and quality metrics.
- Suggest process improvements based on recurring customer feedback.
Qualification
- 2+ years of customer service experience in a fast-paced environment
- Excellent verbal and written communication skills
- Strong problem solving and active listening abilities
- Proficiency with CRM systems and ticketing tools (e.g., Zendesk, Freshdesk)
- Ability to multitask and manage time effectively
- Empathy and a customer-first attitude
- Fluency in English; additional language skills are a plus