Job Description
Elevate Customer Experiences at a Fortune 500 Level.
We are currently seeking a dynamic and empathetic Customer Experience Specialist to join our elite support team in New York. If you thrive in a fast-paced environment and have a passion for resolving complex issues with a smile, we want to hear from you.
As a key member of our support team, you will act as the voice of the brand, ensuring our clients receive world-class service that drives loyalty and retention.
Why Join Us?
- Competitive Pay: $25 - $35/hr based on experience.
- Professional Growth: Clear pathways to Team Lead and Management roles.
- Modern Benefits: Comprehensive health, dental, and vision insurance.
- Flexible Schedule: Hybrid work model with core hours.
Responsibilities
- Manage Inquiries: Handle a high volume of inbound and outbound customer inquiries via phone, email, and live chat with professionalism and speed.
- Problem Resolution: Diagnose complex product issues and provide accurate, timely solutions to ensure customer satisfaction.
- CRM Management: Log all interactions accurately into Salesforce or Zendesk, maintaining up-to-date customer records.
- Process Improvement: Identify trends in customer feedback and suggest improvements to internal protocols.
- Team Collaboration: Work cross-functionally with Product and Sales teams to escalate and resolve escalated tickets.
- Training: Assist in onboarding new support agents and conducting peer training sessions.
Qualifications
- Experience: Minimum of 2 years of experience in a Customer Service or Support role.
- Communication: Excellent verbal and written communication skills with a native-level command of English.
- Technical Proficiency: Comfortable navigating multiple software applications and CRM platforms (Salesforce, Zendesk, or similar).
- Soft Skills: High emotional intelligence, patience, and a strong customer-first mindset.
- Education: High school diploma or equivalent; Bachelor's degree preferred.
- Availability: Ability to work a flexible schedule including weekends and holidays as required.