Customer Service Representative
$41,600–$47,840 year
On-siteDraper, Utah, United States
Job Summary
Serve as the primary point of contact for inbound customer inquiries via phone, email, and chat, delivering timely and professional responses aligned with service standards. Troubleshoot and resolve intermediate-level product, software, and data issues; escalate complex matters to the appropriate team with thorough documentation. Guide customers through software setup, account configuration, and product features; lead structured onboarding and training sessions to drive platform adoption and confidence. Proactively identify customer needs and offer relevant solutions, staying alert to churn indicators and opportunities to reinforce product value. Maintain accurate and complete CRM records of all customer interactions; document recurring issues and escalation patterns to support team reporting and quality review. Partner cross-functionally with Product, Sales, and Operations to surface customer feedback, flag product issues, and contribute to process improvement. Consistently meet or exceed performance metrics including response time, resolution rate, customer satisfaction scores, and QA standards. Availability Monday through Friday, day shift (required). Salary: $20-23/hour.
Required Qualifications
- High school diploma or equivalent
- 2–3 years of customer service experience
- Availability Monday through Friday, day shift
- Strong verbal and written communication skills
- Intermediate to advanced proficiency in Microsoft Office
- Analytical mindset with the ability to identify patterns in customer issues and recommend process or product improvements
- Results-oriented with a track record of meeting or exceeding performance targets in a metric-driven environment
- High degree of personal accountability and a collaborative, positive attitude in a fast-paced, growing organization
Desired Qualifications
- Associate's degree or some college coursework
- At least 1 year in a SaaS, technology, or subscription-based environment
- Demonstrated ability to troubleshoot intermediate product or software issues and communicate solutions clearly to non-technical users
- Experience conducting customer training or product walkthroughs, in person or remotely
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