Job description
Join LumenTech Solutions as a Customer Service Specialist in New York, NY. You will be the first voice of the brand for our valued clients, delivering outstanding support across channels. This full-time role offers a clear path to progression, comprehensive training, and a collaborative culture.
In this role, you will help customers navigate product inquiries, resolve issues, and maintain high satisfaction scores through accurate information and empathetic service. You will collaborate with cross functional teams to ensure a seamless customer experience.
What you’ll gain: competitive salary, comprehensive health benefits, generous paid time off, 401(k) with company match, and ongoing professional development.
Responsibility
- Respond to customer inquiries via phone, email, chat, and social media with professionalism and accuracy.
- Document customer interactions in the CRM and follow up to ensure complete resolution.
- Identify trends in customer issues and escalate as needed to reduce recurring problems.
- Collaborate with Sales, Tech Support, and Product teams to provide timely solutions.
- Maintain high customer satisfaction scores and adhere to service level targets.
- Educate customers on product features and self-service resources to promote independence.
- Assist with order processing, returns, and refunds per policy.
Qualification
- 2+ years of customer service experience in a fast-paced environment.
- Excellent verbal and written communication skills.
- Proficiency with CRM software and helpdesk tools (e.g., Zendesk, Salesforce).
- Strong problem solving and conflict resolution abilities.
- Multitasking and time management skills; ability to handle high volume.
- Empathy, patience, and a customer-first mindset.
- Ability to work flexible shifts, including evenings or weekends if needed.