Job description
Join AuroraTech Solutions, a fast-growing customer experience company, as a Customer Service Representative in Austin, Texas. You will be the first point of contact for customers, delivering friendly, accurate, and timely support to ensure customer satisfaction and retention. This is a full-time role with competitive benefits, a supportive team, and clear paths for career growth.
What you will do: You will assist customers via phone, email, and live chat, resolve product and billing issues, document interactions in our CRM, and collaborate with cross-functional teams to deliver exceptional service.
Responsibility
- Provide exceptional, empathetic support to customers via phone, email, and live chat.
- Resolve product and billing issues with accuracy and speed.
- Document all customer interactions in the CRM and update case statuses.
- Collaborate with product, sales, and engineering teams to resolve issues.
- Identify common inquiries and contribute to knowledge base improvements.
- Meet or exceed performance metrics, including response time and satisfaction scores.
- Assist customers with order status, returns, and refunds with clarity and fairness.
Qualification
- 1-3+ years of customer service experience in a fast-paced environment.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM tools (e.g., Zendesk, Salesforce) and knowledge of basic data entry.
- Strong problem-solving abilities and a customer-first mindset.
- Ability to multitask, prioritize, and manage time effectively.
- High school diploma required; bachelor's degree preferred.
- Eligible to work in the United States; availability for occasional weekend shifts may be required.