At The HT Group, the Customer Service Representative role is pivotal in fostering strong customer relationships and driving business success. This position involves being the friendly voice of our company, ensuring every interaction leaves clients feeling valued and supported. Your contributions will directly impact customer retention and the overall reputation of our dynamic organization in Austin, TX, where exceptional service sets us apart in a competitive market. In your daily responsibilities, you will handle a high volume of inbound customer inquiries via phone, email, and chat, resolving issues promptly to meet service level agreements. Weekly, you'll follow up on escalated cases, update customer records in our CRM system, and collaborate with sales and product teams to address complex needs. Monthly tasks include analyzing call trends to identify improvement areas, preparing performance reports on metrics like first-call resolution and customer satisfaction scores, and participating in team training sessions. You may also mentor junior reps, contribute to process optimization projects, and ensure compliance with company policies during peak support periods, all while maintaining a positive, professional demeanor. To succeed, 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 call center or retail environment is required, along with proficiency in CRM tools like Zendesk or Salesforce, Microsoft Office Suite, and telephony systems. Familiarity with customer service best practices and basic knowledge of the staffing or professional services industry is essential. Certifications such as CCSP or customer service training from HDI are a plus, ensuring you can hit the ground running in our fast-paced setting. Key skills include excellent verbal and written communication, active listening, and problem-solving abilities to de-escalate tense situations effectively. You should be tech-savvy with quick adaptability to new software, possess strong empathy and patience, and thrive in a target-driven environment. Organizational skills for multitasking across multiple channels, along with a customer-centric mindset and teamwork orientation, will help you excel and contribute to team goals. The HT Group is a leading staffing and professional services firm headquartered in Austin, TX, dedicated to connecting top talent with innovative companies across industries. Our mission is to empower workforce solutions that drive success, guided by values of integrity, excellence, and innovation. We foster a collaborative, inclusive culture with a flat team structure that encourages open communication and idea-sharing in a vibrant, modern office environment. We offer competitive compensation with salary not specified, commensurate with experience, plus comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and paid time off starting at 15 days annually. Enjoy perks like flexible hybrid scheduling, professional development stipends, employee wellness programs, performance bonuses, and team-building events that make every day rewarding. Advance your career through clear paths to senior representative, team lead, or supervisor roles, with ongoing training, mentorship, and tuition reimbursement. Seize this opportunity by applying today via our careers page to join our growing team and make a lasting impact.