Customer Service Representative

Required to work the specified shift pattern: Tuesday- Saturday: Tuesday- Thursday 8:30pm-5:00am PST, Friday: 6pm- 2:30am PST, Saturday: 3pm-11:30pm PST. 1+ year of experience in a customer service environment. Must be fluent in English, both verbal and written. Excellent communication skills (oral and written). Possess a professional, polite, and friendly demeanor, demonstrating enthusiasm and a positive attitude. Strong soft skills, including empathy, patience, a calm disposition, positivity, and active listening. PC proficiency; Knowledge of G-Suite (Gmail, Google Docs, Google Sheets etc). Proven experience in a customer service environment is essential, with call center experience being a significant advantage. Exceptional communication skills, both written and verbal. Demonstrated proficiency in soft skills, including empathy, patience, a calm and positive demeanor, and active listening. Must be enthusiastic, friendly, professional, and polite, with an excellent attitude. Strong organizational skills, including a keen attention to detail, effective follow-up skills, and the ability to effectively multi-task. PC proficiency, with working knowledge of MS Word, Excel, and Outlook. Ability to contribute effectively as part of a team while also being capable of independent work. Must have reliable internet (partial reimbursement is available). Ability to achieve and maintain a security clearance with the U.S. Government is required.

Provide excellent customer experience to all customers. Deal with existing and future customers to answer inquiries by phone and e-mail. Answer questions on login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support. Efficiently and professionally support customers via phone and email, ensuring accuracy in all interactions. Provide exceptional customer service and promptly escalate any complex issues or complaints. Focus on retaining existing customers who contact us to cancel their service. Communicate with customers regarding account inquiries and ensure timely follow-up. Maintain and develop in-depth knowledge of the company's products, services, policies, and procedures. Periodically contact customers to facilitate payment collection or update payment methods. Accurately report on all inbound and outbound calls, logging and tracking details within company systems. Utilize acquired knowledge and information to effectively troubleshoot and resolve customer issues. Regularly provide constructive feedback, suggestions, and improvement ideas to the team supervisor. Perform other duties and responsibilities as required, assigned, or requested.