Customer Service Representative Jobs

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Founded in 1980, ElwoodStaffing, a privately owned corporation, is a leading provider of talent-based solutions and actionable workforce intelligence. With offices that span the United States, a broad service portfolio, and a seasoned staff, we support companies through the entire employment life cycle—from attraction to retention.

General Summary

As Customer Support Representative, you will primarily be responsible for delivering an exceptional customer service experience by resolving customer inquiries, quickly and accurately via online communications to ensure customer satisfaction and retention. Your end goal is to increase the success of our clients as well as provide feedback on the customer experience.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team input from all levels and you actively seek ways to support your colleagues.

Functions

• Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
• Influence the customer experience by providing feedback on the voice of the customer.
• Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
• Engage the customer to suggest the use of additional products when applicable.
• Support processing refunds and answering accounting-related questions using internal platforms.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Assist in editing and updating technical and FAQ documentation.
• Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
• Receive emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
• Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.

Requirements

• Maintaining a calm demeanor during escalated situations.
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Superior customer service and problem-solving skills.
• Strong organizational and time management skills.
• Strong ability to multitask under minimal supervision.
• Demonstrated effectiveness in verbal and written technical communication.

Desired Qualification:

• High School Diploma required
• Computer proficiency
• Provide a positive customer service experience and commitment to success
• Excellent organizational skills and attention to detail

This role is eligible for variable compensation including bonus.