Customer Service Representative

AfterQuery is a research lab investigating the boundaries of artificial intelligence through novel datasets and experimentation. They are seeking Customer Service Representative Experts to create and refine customer support challenges for training AI models, ensuring that their models can navigate real-world customer interactions with precision. The role involves developing customer service scenarios and collaborating with a team to enhance the training process.

Responsibilities:

• Develop high-quality customer service questions and case studies that challenge AI models on topics such as conflict resolution, product troubleshooting, complaint handling, communication techniques, empathy and de-escalation, policy interpretation, omnichannel support, and more
• Evaluate and validate model responses, offering detailed feedback to ensure accuracy and adherence to customer service best practices and industry standards
• Collaborate with a team of customer service and technical experts to fine-tune question difficulty and ensure content is both challenging and educational

Requirements:

• High school diploma or equivalent (associate or bachelor's degree preferred)
• Proven experience as a customer service representative with a robust understanding of customer support operations and service best practices
• Exceptional analytical, written, and verbal communication skills, with a keen eye for detail
• Multiple years of customer service experience, ideally across diverse industries and support channels (phone, email, chat, social media, in-person, etc.)
• Prior involvement in customer service training, quality assurance, or customer experience initiatives
• Experience with CRM systems, escalation management, or customer retention strategies is a plus
• Familiarity with AI or technology-driven customer service applications is a plus