At Lega Nova Group, the Customer Service Representative plays a pivotal role in fostering strong customer relationships and driving business success. This position is essential for ensuring every client interaction reflects our commitment to excellence, directly impacting customer retention and company reputation in the competitive New York market. As a Customer Service Representative, your day-to-day involves handling a high volume of inbound calls, emails, and chat inquiries with professionalism and empathy. You will resolve customer issues related to products, billing, and services, aiming for first-contact resolution rates above 90%. Weekly, you'll follow up on escalated cases, collaborate with sales and technical teams to provide comprehensive solutions, and update customer records in our CRM system. Monthly responsibilities include analyzing call metrics, contributing to team training sessions, and participating in process improvement projects to enhance service delivery. Expect to manage 50-70 interactions daily, track key performance indicators like average handle time under 5 minutes, and partner with cross-functional departments to address complex complaints, ensuring seamless stakeholder communication throughout. Candidates need 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 customer service experience in a fast-paced environment is required, ideally within retail, tech, or financial services. Proficiency in CRM tools like Salesforce or Zendesk, Microsoft Office Suite, and telephony systems is essential. Familiarity with New York customer service regulations and basic knowledge of industry-specific terminology will set you apart. No specific certifications are mandatory, but Customer Service Professional (CSP) credentials are advantageous. Success in this role demands strong active listening and verbal communication skills to de-escalate tense situations effectively. You should excel in problem-solving, multitasking under pressure, and maintaining a positive, empathetic demeanor. Technical aptitude for quickly navigating software platforms, along with adaptability to shifting priorities, is crucial. Team collaboration and a customer-centric mindset will help you thrive in our supportive environment. Lega Nova Group is a forward-thinking organization dedicated to innovation and client success, headquartered in the vibrant New York City metropolitan area. Our mission centers on delivering cutting-edge solutions with integrity and agility. We foster a collaborative culture where diverse teams work in a modern office setting, emphasizing work-life balance, continuous learning, and recognition of achievements that make us stand out in the industry. We offer competitive compensation, though salary details are not specified at this time, commensurate with experience. Comprehensive benefits include health, dental, and vision insurance, 401(k) with company match, and generous paid time off starting at 15 days annually. Additional perks feature flexible hybrid scheduling, professional development stipends, employee wellness programs, performance bonuses, and opportunities for remote workdays to support your best work-life integration. Advance your career with clear paths to senior representative, team lead, or supervisory roles through ongoing training and performance-based promotions. We invest in your growth via workshops, certifications, and mentorship programs. To apply, submit your resume and cover letter via our careers portal today and join our team shaping the future.