Job description
Join LuminaTech Solutions as a Customer Service Representative in Austin, TX. You’ll be the friendly voice and hands that help our customers succeed. This role blends empathetic communication with problem-solving to ensure every customer interaction is a positive experience. Enjoy a collaborative team, comprehensive benefits, and clear paths for growth.
What you’ll do:
- Handle inbound inquiries via phone, email, and live chat with professionalism and courtesy.
- Resolve product and service issues by clarifying customer needs, offering solutions, and ensuring follow-up until resolution.
- Document interactions and update customer records in the CRM to maintain accurate case histories.
- Collaborate with Sales, Product, and Operations teams to meet customer expectations and coordinate orders.
- Escalate complex issues to appropriate teams while maintaining ownership and clear communication.
- Contribute to knowledge base updates and internal training to improve team performance.
- Meet or exceed service level targets and quality metrics while maintaining a positive customer experience.
Responsibility
- Handle inbound inquiries via phone, email, and live chat with professionalism and courtesy.
- Resolve product and service issues by clarifying customer needs, offering solutions, and ensuring follow-up until resolution.
- Document interactions and update customer records in the CRM to maintain accurate case histories.
- Collaborate with Sales, Product, and Operations teams to meet customer expectations and coordinate orders.
- Escalate complex issues to appropriate teams while maintaining ownership and clear communication.
- Contribute to knowledge base updates and internal training to improve team performance.
- Meet or exceed service level targets and quality metrics while maintaining a positive customer experience.
Qualification
- 1-3 years of experience in customer service, help desk, or call center environment.
- Excellent verbal and written communication skills in English.
- Proficient with CRM systems (e.g., Zendesk, Salesforce) and common productivity tools.
- Strong problem-solving abilities and empathetic listening skills.
- Ability to multi-task, stay organized, and manage high-volume inquiries.
- High school diploma or equivalent; bachelor’s degree preferred.
- Positive attitude, resilience, and a passion for helping customers.