About Us:
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19,500+ experts across 35 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!
Job Overview:
We are seeking a Customer Service Representative to join our New York team for a short term 3-month project. As the first point of contact for our customers, you will play a crucial role in providing exceptional service and support for our client, the Department of Education.
Duties & Responsibilities:
- Answer incoming customer inquiries via phone, email, and chat
- Assist Department of Education's faculty, staff, students, and vendors with level 1 and level 2 support
- Utilize phone etiquette to ensure a positive customer experience
- Engage language translation services as needed, nine languages using a third-party tool
- Log calls into Customer Relationship Manager (CRM) and IT Service Management (ITSM) tool
- Research required information using available resources such as knowledge base, workflows, and defined scripts
- Perform data entry to update customer records accurately
- Escalate priority issues to the team leaders for a successful resolution
- Create and route tickets to the appropriate Level 2, Level 3, or Level 4 teams
-Complete call notes and call reports and updating them into the CRM
- Other duties as assigned
Requirements:
- 6+ months of experience in customer service or sales
- Excellent communication skills in English; proficiency in Spanish or other languages is a plus
- Strong multitasking abilities and attention to detail
- Ability to work in a fast-paced environment and handle high call volumes
- Familiarity with CRM systems and data entry processes
Join our team and enjoy competitive pay, fun culture, and a dynamic work environment. If you are passionate about delivering top-notch customer service and thrive in a diverse and multilingual setting, we want to hear from you!
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
- Flexible schedule
- On-the-job training
Experience level:
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years
- Under 1 year
Shift:
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Experience:
- Customer service: 1 year (Required)
- Call center: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Ability to Commute:
- New York, NY 10007 (Required)
Ability to Relocate:
- New York, NY 10007: Relocate before starting work (Required)
Work Location: In person