Customer Service Representative II

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with customers through both inbound and outbound communications to gain insights into their pain points, sentiments, and overall experiences.

• Develop and enhance customer relationships via regular check-ins and consultative dialogues.

• Provide timely and precise responses to inquiries through phone, email, and chat.

• Educate customers about services and tools, leading onboarding sessions and educational webinars.

• Detect trends in customer feedback and document or escalate issues, system problems, and service shortfalls.

• Address and document service issues in accordance with internal standard operating procedures (SOPs) while adhering to service level agreements (SLAs).

• Ensure complete and accurate customer data is maintained in CRM systems.

• Engage in process improvement initiatives and the implementation of new procedures, systems, and features.

• Create and share internal and external reports that support operations and performance metrics.

• Collaborate with departments such as Customer Success, Operations, Technical Support, Product Management, Sales, and Finance.

• Support the onboarding and mentoring of new Customer Service Representatives.

⛳️ Requirements

• High school diploma or GED required.

• 2–3 years of experience in customer service, preferably within healthcare, technology, education, or regulated, high-volume settings.

• Excellent verbal and written communication skills.

• Proficient in CRM systems, with a preference for Salesforce.

• Skilled in Microsoft Office Suite.

• Capability to maintain accurate and compliant customer records.

• Strong attention to detail and exceptional organizational abilities.

• Ability to multitask effectively in a fast-paced, client-focused environment.

• Problem-solving and issue-resolution skills, including independent troubleshooting and appropriate escalation.

• Professionalism, confidentiality, adaptability, and a collaborative mindset.

• Availability to work within operational hours from Monday to Friday, 8 a.m. to 8 p.m. EST.

• Ability to speak, hear, and see at varying distances, adjust focus, sit for up to 8 hours daily, and occasionally walk, stand, and lift up to 15 pounds.

🏝️ Benefits

• Personal and Sick Paid Time Off.

• 401k with a highly competitive match.

• 11 Paid Holidays.

• Medical, Dental, and Vision coverage.

• Group Life Insurance.

• HSA/FSA options.

• Employee Assistance Program.

• Educational Assistance Program.

• Continuous training through the internal learning and development team.

• Monthly appreciation events.

• Opportunities for career advancement.