Responsibilities
- Act as the primary contact for client communication via email, phone, and chat, delivering prompt, precise, and compassionate support.
- Record, track, and manage client information, interactions, and support history in the CRM system to ensure data accuracy and consistency.
- Produce, evaluate, and present routine reports on customer service KPIs—including response speed, resolution rates, and satisfaction levels—to highlight patterns and opportunities for enhancement.
- Support clients with financial questions, such as billing errors, account balances, and fundamental usage data calculations.
- Diagnose, troubleshoot, and resolve client issues or technical problems efficiently and effectively.
- Refer advanced technical or data-related issues to operations or product teams and monitor follow-up actions to ensure timely resolution.
Work Arrangement
On-site
Other
- Temporary workers are not permitted.
- Work hours are Monday through Friday, 8:30 AM to 5:00 PM EST.
- Employees may not work for another company concurrently.
- Hiring substitutes to perform assigned duties is prohibited.
- Immediate termination will occur for violations of these policies.
- Core values include Trust, Go Getter attitude, and Transparency.
