Customer Service Representative II | REMOTE

Work Setup: Remote Equipment: BYOD Schedule: TBD (Must be open to night shift) Start Date: ASAP The Customer Service Representative II is responsible for handling customer inquiries via a maximum of two communication channels such as, phone, email, or chat and resolving customer issues in a timely and professional manner. What does a day in the life of a Customer Service Representative look like? Handle manual reviews for cancellations and refunds Support basic troubleshooting for digital subscription platform issues (e.g., receipt uploads, survey errors) Work from existing SOPs in Google Docs Occasional outbound follow-ups to clarify customer information Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat Provides in-depth information about products and services to customers Resolves complex customer issues in a timely and efficient manner Follows up with customers to ensure that their issues have been resolved to their satisfaction Properly and accurately document customer interactions in the organization’s CRM Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues Adhere to company policies and procedures Meet or exceed performance targets for related KPIs Continuously improve knowledge of products, services, and processes b