Job description
Join NexGlow Solutions, a fast-growing customer experience company, where your voice shapes our service excellence. We’re seeking a passionate Customer Service Representative in Austin, TX to deliver outstanding support across channels and help turn customer interactions into lasting relationships.
As a frontline ambassador, you’ll resolve inquiries, troubleshoot issues, and collaborate with cross-functional teams to ensure seamless customer journeys. We value empathy, clear communication, and a proactive mindset.
What you’ll enjoy: competitive pay, comprehensive benefits, flexible scheduling, and opportunities for growth in a culture that puts people first.
Responsibility
- Respond to customer inquiries via phone, email, and chat with accuracy and courtesy.
- Identify customer needs and provide tailored solutions to resolve issues.
- Document interactions in the CRM, ensuring data integrity and follow-up tasks are completed.
- Collaborate with product, sales, and logistics teams to expedite orders and returns.
- Advise customers on available features, policies, and best practices to maximize satisfaction.
- Escalate complex problems with clear context to internal specialists and track outcomes.
- Meet or exceed performance metrics such as response time, resolution rate, and CSAT scores.
- Contribute to process improvements by sharing insights from customer feedback.
Qualification
- 2+ years of customer service experience in a fast-paced environment (retail, tech, or ecommerce).
- Excellent written and verbal communication with a customer-first approach.
- Proficiency with CRM systems (e.g., Zendesk, Salesforce) and ticketing tools.
- Strong problem-solving, multitasking, and time-management skills.
- Ability to learn quickly, adapt to process changes, and work independently or in a team.
- High school diploma or equivalent; bachelor's degree preferred.
- Comfort with data entry and basic analytics to identify trends.
- Flexible schedule with potential for occasional weekend shifts.