Job description
NovaLine Solutions is seeking a Customer Service Specialist to join our growing team in Austin. This role focuses on delivering outstanding customer experiences across channels—phone, email, chat. You’ll help customers resolve issues, guide them through solutions, and capture feedback to improve products and services. We value clear communication, reliability, and a proactive attitude. This full-time position offers competitive compensation, health benefits, 401(k), generous PTO, and opportunities for career advancement.
As a member of our customer care family, you will be empowered to deliver thoughtful solutions while upholding our reputation for excellence. If you thrive in a fast-paced environment and enjoy turning challenges into delighted customers, we want to hear from you.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with a friendly, professional tone.
- Troubleshoot issues, gather relevant information, and provide accurate solutions or escalate as needed.
- Document interactions in the CRM and maintain up-to-date customer records.
- Identify trends in customer feedback and relay insights to product and support teams.
- Assist customers with order processing, returns, refunds, and account questions.
- Collaborate with cross-functional teams to resolve complex issues and deliver value.
- Meet or exceed performance metrics such as response time, first contact resolution, and CSAT scores.
- Contribute to a positive team culture by sharing knowledge and coaching peers when appropriate.
Qualification
- 2+ years of customer service experience in a fast-paced environment (tech, e-commerce, or SaaS preferred).
- Excellent written and spoken communication with a professional, friendly demeanor.
- Proficient in CRM software (e.g., Zendesk, Freshdesk, Salesforce) and multi-channel support tools.
- Strong problem-solving skills and the ability to think critically under pressure.
- Empathy, patience, and a customer-first mindset with a focus on resolution.
- Ability to multitask, manage time effectively, and stay organized in a dynamic environment.
- Team collaboration skills and a proactive attitude toward learning and growth.
- Legal eligibility to work in the United States.