Job description
Join NorthStar Solutions as a Senior Customer Service Representative in Seattle, WA. We are a fast-growing, tech-enabled company focused on delivering exceptional customer experiences across channels. This full-time, on-site or remote-friendly role offers competitive pay, comprehensive benefits, and a clear path to leadership.
In this role, you will be the first point of contact for customers, resolving questions, troubleshooting issues, and guiding users toward successful outcomes. You will collaborate with product, sales, and support teams to ensure customer success and maintain high satisfaction metrics.
We value proactive communication, empathy, and a data-driven mindset. If you thrive in a fast-paced environment and love helping people, we want to meet you.
Responsibility
- Answer customer inquiries via phone, email, chat, and social media with professionalism and empathy.
- Diagnose and resolve product or service issues, escalating when necessary and tracking outcomes.
- Update CRM records accurately; maintain complete and timely case notes.
- Meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with product, engineering, and operations teams to identify recurring issues and drive improvements.
- Contribute to a knowledge base and self-help resources to empower customers.
- Provide feedback to optimize onboarding, processes, and customer journeys.
- Mentor junior agents and support a positive, customer-centric culture.
Qualification
- 2+ years of hands-on customer service experience in a fast-paced environment.
- Excellent communication skills, both written and verbal, with a customer-first attitude.
- Strong problem-solving abilities and a calm, professional demeanor under pressure.
- Proficiency with CRM systems (e.g., Salesforce, Zendesk) and support tools.
- Ability to multitask, manage time effectively, and prioritize work.
- Analytical mindset with a data-driven approach to issue resolution.
- High school diploma required; bachelor's degree preferred.
- Bonus: bilingual in English and Spanish, Mandarin, or other languages.