Job description
At Aurora Support Solutions, we deliver exceptional customer experiences. We are seeking a proactive Customer Service Representative to join our New York team. You will engage with customers via phone, email, and chat, resolve inquiries, and turn challenges into trust. This is a full-time role with competitive compensation and clear career growth.
What you will do:
- Respond to customer inquiries via phone, email, and live chat in a timely, friendly, and accurate manner.
- Identify customer needs and guide them to appropriate solutions, including product education and troubleshooting.
- Document interactions in our CRM and maintain accurate records for future reference.
- Collaborate with cross-functional teams to resolve complex issues and improve processes.
- Escalate unresolved problems to the appropriate department and follow up until resolution.
- Meet or exceed performance metrics for quality, speed, and customer satisfaction.
- Assist customers with order status, returns, refunds, and policy inquiries.
Why join us? We offer robust training, flexible scheduling, health benefits, and a culture that values empathy, professionalism, and growth.
Responsibility
- Answer incoming customer inquiries via phone, email, and chat with professionalism and empathy.
- Resolve product and service issues, providing accurate information and step-by-step guidance.
- Maintain thorough and precise records in the CRM for every customer interaction.
- Collaborate with sales, logistics, and technical teams to ensure swift issue resolution.
- Identify trends in inquiries and suggest process improvements to reduce friction.
- Meet or exceed defined metrics for response time, resolution rate, and customer satisfaction.
- Educate customers on policies, billing, and available self-service options.
Qualification
- 2+ years of customer service experience in a fast-paced environment.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and empathy with a customer-first mindset.
- Proficiency with CRM systems and multitasking across channels (phone, email, chat).
- Ability to navigate difficult conversations with composure and diplomacy.
- High school diploma or equivalent; bachelor’s degree preferred but not required.
- Availability to work a flexible schedule, including evenings or weekends if needed.