Job description
We are seeking a customer-focused professional to join our fast-growing team in Austin, Texas. This role is ideal for someone who thrives in a dynamic environment and enjoys solving problems for customers.
As a Customer Service Representative, you will be the first point of contact for inquiries across phone, email, and chat. Your goal is to deliver accurate information, resolve issues promptly, and ensure a positive customer experience that drives loyalty.
We offer a competitive salary, comprehensive onboarding, ongoing training, and plenty of room for career advancement within a supportive, customer-centered culture.
Responsibility
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Resolve product and service issues by clarifying questions, researching, and providing solutions.
- Document interactions in the CRM, update customer records, and maintain accurate case notes.
- Collaborate with cross-functional teams to address complex problems and ensure first-contact resolution.
- Manage order status inquiries, returns, exchanges, and warranty requests with empathy and accuracy.
- Identify opportunities to upsell or cross-sell relevant products, while focusing on customer needs.
- Exceed performance metrics such as response time, resolution time, and customer satisfaction scores.
- Support knowledge base updates by sharing recurring issues and solutions with the team.
Qualification
- 2+ years experience in a customer service or contact center role.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM software and ticketing systems; ability to learn new tools quickly.
- Strong problem-solving skills and a customer-first mindset.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Availability for flexible shifts including occasional evenings or weekends.
- Resilience and composure when handling difficult customer situations.