Job description
NovaLine Solutions is seeking a Customer Service Specialist to join our growing team in Austin, TX. You will be at the forefront of our customer experience, resolving inquiries, guiding users through our platform, and ensuring satisfaction.
In this role you will engage with customers across multiple channels, deliver accurate information, and help users maximize the value of our services. You will collaborate with product and support colleagues to improve processes and the overall customer journey.
What youll get
Competitive compensation, comprehensive benefits, and opportunities for career growth in a fast paced, customer obsessed environment.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with accuracy, empathy, and professionalism.
- Troubleshoot issues, provide clear guidance, and resolve problems to first contact resolution when possible.
- Document interactions in the CRM, track status, and follow up to ensure satisfaction.
- Collaborate with cross functional teams to relay customer feedback and advocate for product improvements.
- Meet or exceed performance metrics such as response time, resolution time, and CSAT scores.
- Maintain up to date knowledge of products and services to assist customers effectively.
- Identify patterns and contribute to self service content and process improvements.
Qualification
- 1+ year of customer service experience in retail, hospitality, or a contact center.
- Excellent written and verbal communication skills in English.
- Proficiency with CRM platforms (e.g., Zendesk, Freshdesk) and ticketing systems.
- Strong active listening, empathy, and problem solving abilities.
- Ability to multitask and manage time in a fast paced environment.
- High school diploma or equivalent; bachelor degree preferred.
- Bonus: bilingual English Spanish is a plus.