Job description
Overview: Northstar Support Solutions is a fast-growing customer service provider empowering brands to deliver delightful experiences. We’re seeking a personable, solution-oriented Customer Service Specialist to join our Austin-based team.
In this role, you will be the first point of contact for customers, resolve inquiries, and collaborate with cross-functional teams to ensure seamless service delivery. If you’re a proactive communicator with a passion for helping people, you’ll thrive here.
What we offer: competitive pay, comprehensive training, growth opportunities, and a culture that values curiosity, empathy, and teamwork.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with accuracy and empathy.
- Diagnose issues, provide clear solutions, and guide customers through steps to resolution.
- Document interactions in our CRM and maintain thorough case notes.
- Collaborate with Product and Technical Support teams to resolve complex issues.
- Identify patterns and escalate systemic problems to improve processes.
- Meet or exceed performance metrics (average handle time, first contact resolution, CSAT).
Qualification
- 1+ year of customer service experience in a B2C or B2B environment.
- Excellent verbal and written communication skills.
- Proficiency with CRM tools (e.g., Zendesk, Freshdesk) and basic data entry.
- Ability to multitask, prioritize, and stay organized in a fast-paced environment.
- Strong problem-solving skills and a customer-first mindset.
- High school diploma or equivalent; bachelor's degree preferred.
- Availability to work flexible shifts, including occasional evenings or weekends if needed.