Representative II, Customer Service
$33,280–$41,600 year
RemoteUnited States
Job Summary
Proactively engage customers through inbound and outbound outreach to understand pain points and share insights with internal stakeholders. Respond promptly to inquiries via phone, email, and chat while educating clients on service tools and leading onboarding sessions. Resolve and document service issues in accordance with SOPs, maintain accurate CRM records, and generate performance reports. Collaborate with Customer Success, Operations, and Technical Support to ensure a seamless experience and assist in mentoring new representatives. Participate in special projects involving process improvements and new system implementations.
Required Qualifications
- High school diploma or GED
- 2–3 years of customer service experience
- Strong verbal and written communication skills
- Proficiency with CRM systems
- Proficiency with Microsoft Office Suite
- High attention to detail
- Strong organizational skills
- Ability to multitask effectively in a fast-paced, client-driven environment
- Demonstrated problem-solving and issue‐resolution skills
- Independent troubleshooting skills
- Ability to escalate when needed
- Professionalism
- Confidentiality
- Adaptability
- Collaborative mindset
- Commitment to continuous improvement
- Commitment to supporting team success
- Ability to speak
- Ability to hear
- Close vision
- Distance vision
- Color vision
- Peripheral vision
- Depth perception
- Ability to adjust focus
- Ability to walk occasionally
- Ability to sit up to 8 hours a day
- Ability to stand occasionally
- Ability to use hands to finger, handle, or feel objects, tools, or controls
- Ability to reach with hands and arms
- Ability to lift up to 15 lbs occasionally
- Monday - Friday- 8a-8p EST working hours
Desired Qualifications
- Customer service experience in healthcare
- Customer service experience in technology
- Customer service experience in education
- Customer service experience in other regulated, high-volume environments
- Salesforce CRM proficiency
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