We're seeking a remote Customer Service Specialist to join our expanding team.**The Role**:- Facilitate informative webinars and engage in video calls with clients to guide them in maximizing the benefits of our services, with the aim of ensuring a seamless and rewarding user experience.- Responsively address client inquiries and concerns, always maintaining a high level of professionalism.- Proficiently manage and resolve client escalations and complex issues, demonstrating a proactive approach to finding solutions and ensuring customer satisfaction.- Adopt a personalized, non-scripted approach in all client interactions. Listen actively to client needs, offer expert advice, and craft customized solutions that align with each client's unique requirements.- Stay up-to-date on all product information, tech changes, and customer preferences through ongoing facilitated and self-directed training & development**Experience Required**:- A minimum of 5 years of hands-on experience in Customer Service, Concierge, Sales, Virtual Assistance, or a SaaS B2B company.- A minimum of 1 year experience in a high-volume call/contact centre.- Minimum 1 year of experience in client relationship management, account management, and/or project ownership.- Leadership or supervisory experience (highly regarded).Track record in meeting individual and team KPIs, including FCR.Familiarity with CRM tools and multitasking across systems.**Personal Attributes**:- Exceptional English communication skills (both verbal and written) with the ability to convey technical details to non-technical audiences adeptly.- Strong problem-solving ability and self-initiative.- Impeccable time management and focus.- Adaptability to a fast-paced, high-volume environment.Proven ability in effective complaint resolution and confidence in de-escalation.Strong teamwork skills, collaborating across departments.**Schedule and Positions Available**:**Schedule 1 (1x position available) - 4:00PM- 1:00AM CST****Schedule 2 (2x positions available) - 8:00AM - 5:00PM CST**As this role is home-based, please ensure you have a reliable computer, high-speed internet, and an appropriate workspace.Availability for 8 hours per day, 5 days per week, is essential. Your own laptop or computer will be required (dual screens preferred).
