At Resonance CX Partners, we are seeking a dedicated Customer Service Representative to join our remote team and play a pivotal role in delivering exceptional customer experiences. This position is crucial for maintaining high satisfaction levels, fostering long-term client relationships, and driving the company's success in the competitive customer experience industry. Your contributions will directly impact our clients' loyalty and our reputation as a leader in CX solutions, all while working flexibly from anywhere in the United States. As a Customer Service Representative, your day-to-day tasks will revolve around handling a high volume of customer interactions via phone, email, chat, and social media platforms. You will respond promptly to inquiries, troubleshoot issues, and provide accurate information on products and services, aiming to resolve 90% of cases on the first contact. Weekly, you'll participate in team huddles to review performance metrics like average handle time and customer satisfaction scores (CSAT), collaborating closely with support supervisors and product teams to escalate complex cases. Monthly responsibilities include generating reports on interaction trends, contributing to process improvement initiatives, and undergoing refresher training on new tools or protocols. Expect to manage 50-70 interactions daily, document all activities in our CRM system such as Zendesk or Salesforce, and follow up on unresolved tickets to ensure complete customer resolution. You may also assist in mentoring new hires during onboarding and support special projects like seasonal campaign launches, working hand-in-hand with marketing and sales departments to align service delivery with business goals. To succeed in this role, candidates must have a high school diploma or equivalent, with an associate's or bachelor's degree in business, communications, or a related field preferred. At least 1-2 years of prior experience in customer service, call center operations, or a similar role is required, ideally within e-commerce, tech, or service industries. Proficiency in customer service software like Zendesk, Freshdesk, or LiveAgent is essential, along with strong computer skills including Microsoft Office Suite and typing speeds of 40+ WPM. Familiarity with CRM systems and remote communication tools such as Slack or Microsoft Teams is highly valued. No specific certifications are mandatory, but Six Sigma basics or customer service credentials from HDI or similar organizations will set you apart. Industry knowledge in customer experience management and a proven track record of meeting KPIs in fast-paced environments are key. The ideal candidate excels in both technical and interpersonal skills. Technically, you should be adept at navigating multiple software platforms simultaneously, data entry with high accuracy, and basic troubleshooting for customer-facing issues. Soft skills are paramount: outstanding verbal and written communication to de-escalate tense situations, empathy to understand diverse customer needs, problem-solving to think on your feet, and time management to juggle priorities during peak hours. Adaptability to shifting schedules, resilience under pressure, and a customer-centric mindset will ensure you thrive. Team collaboration competencies, including active listening and constructive feedback, are vital for our supportive remote culture. Resonance CX Partners is a forward-thinking firm specializing in customer experience solutions, committed to empowering brands through innovative support strategies. Our mission is to resonate with every customer interaction, guided by values of integrity, excellence, and innovation. With a distributed team across the US, we foster a collaborative, inclusive environment where remote work is the norm, supported by regular virtual team-building events and open communication channels. What sets us apart is our emphasis on work-life balance, employee growth, and a culture that celebrates diverse perspectives in a non-hierarchical structure. We offer competitive compensation at $18-$20 per hour for this remote role, with opportunities for performance-based bonuses and salary reviews. Full-time employees enjoy comprehensive benefits including medical, dental, and vision insurance, a 401(k) retirement plan with company match, and generous paid time off starting at 15 days annually plus holidays. Additional perks include flexible scheduling, home office stipends, professional development reimbursements, and wellness programs to support your health and growth in a fully remote setup. Career growth is a cornerstone at Resonance CX Partners, with clear paths to senior representative, team lead, or supervisor roles based on performance. We invest in your development through ongoing training, certifications, and mentorship programs. To apply, submit your resume and a cover letter highlighting your customer service passion via our careers page—join us today and elevate your career!