NorthOak is hiring a Senior Customer Service Associate - SW/IT1

NorthOak NorthOak is a specialized technology and digital operations consulting enterprise dedicated to empowering organizations and teams in scaling, automating, and streamlining operational processes. Our team collaborates with diverse companies, delivering innovative solutions including workflow management systems, tailored outsourcing strategies, and digital transformation initiatives. Established in 2023, our objective is to emerge as a premier operations consulting partner, supporting businesses across multiple industries to optimize processes and foster sustainable growth. Role We are recruiting a Senior Customer Service Associate to expand our dynamic team. This position demands an individual who communicates with precision, demonstrates real-time critical thinking, and exhibits exceptional emotional intelligence. The ideal candidate will confidently manage multi-channel conversations and remain committed to delivering outstanding customer experiences. You'll serve as a primary contact point for our clients, supporting their customer interactions and ensuring seamless, positive engagements from inception to conclusion. As a senior-level professional, you'll spearhead complex inquiries, oversee escalations, and contribute to workflow, tool, and knowledge resource enhancements. Additionally, you may provide mentorship and support to junior team members as our support function expands. This opportunity suits professionals with 5+ years of customer service expertise across phone, chat, or combined platforms, who excel in fast-paced environments and demonstrate confident, clear communication while taking ownership of delivering superior results. Responsibilities - Provide premium customer support across multiple communication channels, ensuring prompt, professional, and clear interactions - Diagnose and resolve diverse inquiries including account issues, billing questions, product support, program participation, rewards, and order status with precision and empathy - Skillfully manage escalations while maintaining robust customer satisfaction - Collaborate extensively with internal teams and client stakeholders to address needs and resolve operational challenges - Maintain meticulous, accurate documentation of customer interactions aligned with client compliance requirements - Proactively identify and communicate recurring issues, customer feedback, and emerging trends - Support refinement of workflows, templates, macros, knowledge base articles, and FAQs - Handle confidential information with utmost professionalism and discretion - Dynamically adapt to evolving client operational requirements Requirements - 5+ years customer service experience managing complex inquiries - Proficiency with CRM platforms, support systems, and collaboration tools - Exceptional written and verbal communication skills - Strong critical thinking and conflict resolution capabilities - Highly organized with ability to manage multiple priorities - Self-motivated with process improvement initiative - Flexible scheduling adaptability - Preferred experience in eCommerce, SaaS, marketplaces, rewards programs - Comfortable navigating diverse technological environments Benefits - Fully Remote Work Environment - 4 Weeks Paid Time Off - Significant Career Growth Opportunities