Job Overview NOVIAC, a leading innovator in customer-centric solutions, is seeking a dedicated Customer Service Representative to join our growing team in California. In this full-time position, you will play a pivotal role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing personalized support across multiple channels. Our mission is to deliver outstanding service that fosters loyalty and drives business success in a fast-paced, collaborative environment. Key Responsibilities As a Customer Service Representative, you will handle incoming customer inquiries through phone, email, live chat, and social media platforms, ensuring timely and accurate responses. You will troubleshoot product or service-related problems, escalate complex issues to appropriate teams, and follow up to confirm resolutions. Maintaining detailed customer records in our CRM system, processing orders or returns, and identifying upsell opportunities to enhance customer experience will be core to your daily tasks. Additionally, you will collaborate with cross-functional teams to improve service processes and contribute to quality assurance initiatives, such as monitoring call recordings and providing feedback for training purposes. Required Qualifications Candidates must have a high school diploma or equivalent, with at least 1-2 years of experience in a customer service or call center role. Strong communication skills, both verbal and written, are essential, along with proficiency in customer relationship management (CRM) software and Microsoft Office Suite. A customer-focused mindset, ability to multitask in a high-volume environment, and flexibility to work various shifts, including evenings and weekends, are required. Previous experience in a tech or SaaS environment is a plus. Skills Success in this role demands exceptional active listening, empathy, and problem-solving abilities to de-escalate challenging situations effectively. Technical aptitude for navigating multiple software tools simultaneously, keen attention to detail for accurate documentation, and a positive, resilient attitude are crucial. Strong interpersonal skills will enable you to build rapport with diverse customers, while analytical thinking helps identify trends in customer feedback to support continuous improvement. Company Info NOVIAC is a forward-thinking company based in California, specializing in cutting-edge technology solutions that empower businesses and individuals alike. We pride ourselves on a vibrant, inclusive culture that values innovation, teamwork, and employee well-being. With a commitment to excellence, NOVIAC has built a reputation for reliable service and customer advocacy, operating in a dynamic market that rewards adaptability and creativity. Benefits We offer a competitive compensation package, including comprehensive health, dental, and vision insurance, generous paid time off, and retirement savings plans with company matching. Employees enjoy perks such as flexible spending accounts, tuition reimbursement, and wellness programs. Our modern California office provides a comfortable workspace with amenities like free snacks, gym access, and team-building events. Growth Opportunities At NOVIAC, your professional development is a priority. We provide ongoing training programs, mentorship opportunities, and clear career paths for advancement into supervisory or specialized roles like Customer Success Manager. Performance-based incentives and regular feedback ensure you can grow with us, contributing to long-term success in a supportive environment that celebrates achievements.