Customer Service Representative II – Seasonal

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

📋 Description

• Address customer inquiries through a maximum of two communication channels, such as phone, email, or chat.

• Offer comprehensive information related to products, services, policies, and procedures.

• Resolve moderately complex customer issues and service requests promptly and professionally.

• Follow up with customers as needed to guarantee satisfactory resolution of issues.

• Document customer interactions, resolutions, and account updates accurately within company systems and CRM platforms.

• Manage escalated customer concerns and coordinate resolutions with the appropriate internal teams when required.

• Maintain professionalism and composure while dealing with challenging customer interactions and high-volume workloads.

• Investigate customer issues and determine suitable solutions using available resources and knowledge bases.

• Collaborate with cross-functional teams to address customer inquiries and enhance service delivery.

• Comply with company policies and procedures.

• Meet or surpass performance targets related to KPIs.

• Continuously enhance knowledge of products, services, and processes by participating in training programs and ongoing learning modules.

• Work in collaboration with other departments as necessary.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues consistently.

⛳️ Requirements

• A minimum of two (2) years of customer service experience, preferably in a call center, contact center, or customer support setting.

• Excellent verbal and written communication skills.

• Experience in managing escalated or complex customer inquiries and service issues.

• Proficiency in using computers, business applications, and customer support platforms.

• Familiarity with CRM systems and customer interaction tools.

• Strong problem-solving and critical-thinking skills.

• Capability to manage multiple priorities in a fast-paced environment.

• High attention to detail and accuracy in documentation.

• Customer-focused mindset along with a professional and empathetic approach to service delivery.

• Ability to work both independently and collaboratively within a team environment.

• Adaptability and a willingness to learn new products, systems, and processes.

• Proven ability to meet performance, quality, and productivity expectations.

• Prior support experience, chat experience, strong grammar and communication skills, basic computer and technical proficiency, fundamental troubleshooting ability, ability to work under pressure, empathy, and de-escalation skills.

🏝️ Benefits

• Company-provided equipment.

• Project completion bonus: $1,500.

• Remote/WAH work setup.