Customer service representative

This is a remote position.

We are seeking a dedicated and proactive Customer Service Support Specialist to join our growing this role you will serve as the primary point of contact for our customers resolving inquiries troubleshooting issues and delivering exceptional service across multiple channels (phone email live chat and ticketing systems). The ideal candidate is a empathetic communicator a skilled problem solver and a reliable team player who thrives in a fast-paced environment.

• Customer Interaction: Respond promptly and professionally to customer inquiries via phone email live chat and support tickets.
  

• Issue Resolution: Diagnose troubleshoot and resolve product or service issues efficiently escalating complex technical or billing problems to appropriate internal departments when necessary.
  

• Account Support: Assist customers with account setup order tracking returns/exchanges billing inquiries and product navigation.
  

• Documentation & Data Management: Maintain accurate detailed records of customer interactions feedback and action items in the Customer Relationship Management (CRM) platform.
  

• Customer Feedback & Knowledge Base: Identify recurring issues and patterns to share with the team contributing to the continuous improvement of customer support processes and help center documentation.
  

• Cross-Departmental Collaboration: Work closely with product sales and logistics teams to ensure timely resolution of customer requests and operational alignment.
  

• Service Level Agreements (SLAs): Consistently meet or exceed team performance metrics regarding response time resolution time customer satisfaction (CSAT) scores and inquiry volume.
  

• Education: High school diploma or equivalent required; Bachelors degree or associate degree preferred.
  

• Experience: 13 years of experience in customer service call center operations or tech support preferred.
  

• Technical Proficiency:
  

  • Familiarity with CRM systems (e.g. Zendesk Salesforce Freshdesk or HubSpot).
    

  • Working knowledge of ticketing platforms team communication tools (e.g. Slack Microsoft Teams) and basic spreadsheet applications (Google Sheets Microsoft Excel).