Handle inbound and outbound customer interactions via phone, email, and live chat
Provide professional, empathetic, and accurate support across all communication channels
Resolve product, process, and technical issues while maintaining high customer satisfaction
Resolve technical issues, troubleshoot problems, and guide customers through solutions
Provide details about products or services, including specifications, features, and updates
Helping customers navigate through systems, platforms, or services to improve their experience
Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations
Manage all complex contractor name changes and account mergers
Track customer inquiries and feedback to identify trends and improvement opportunities
Proactively monitor customer health and escalate risks as needed
Encourage product adoption by sharing best practices and optimization strategies
Partner with internal teams to resolve escalations and improve the end-to-end customer experience
Accurately document all customer interactions in Salesforce (or CRM)
Maintain detailed case notes, follow-ups, and resolution tracking
Contribute insights to improve processes, knowledge bases, and support workflows

High School Diploma or GED required
1+ year of customer service or customer support experience (call center or SaaS environment preferred)
Typing speed of 40+ WPM
Proficiency with Microsoft Office tools
Experience using Salesforce or a CRM system preferred

Customer Support Representative

Key skills