Customer Service RepresentativeDivision / Department: Customer ServiceReports to (position): Head of Customer ServiceLevel / Grade: Individual ContributorLocation: Denver/Remote employees must be based within the U.S.Employment Type: Full Time, NonexemptWork Conditions: RemoteMinimum Educational Req: Two-year college degree, or equivalent experience in a similar or related role.Years of Experience:3+ years of experience in a similar positionEssential Functions / Job Responsibilities:Respond to customer inquiries via phone, email, chat, or other communication channels, providing accurate and timely information.Troubleshoot and resolve customer issues efficiently, ensuring a positive experience while identifying potential upselling opportunities.Develop a comprehensive understanding of the companys products and services to effectively address customer questions and offer tailored solutions.Build and maintain positive relationships with customers by delivering high-quality service and identifying opportunities to enhance their experience through additional products.Accurately document customer interactions, issues, and resolutions in CRM systems, including details of sales activities and outcomes.Follow up with customers to ensure satisfaction and retention, offering further assistance as needed.Identify opportunities to recommend and sell additional products or services that meet customer needs, achieving or exceeding sales targets.Work closely with sales and marketing teams to align on strategies, share insights, and contribute to overall revenue goals.Ensure all customer service and sales activities comply with company policies and relevant regulations.Gather customer feedback to help improve service offerings and identify opportunities for new products or enhancements.Minimum Requirements:High school diploma or equivalent (Bachelors degree preferred).3+ years of experience in customer service or sales.Proven ability to meet KPIs in a customer-facing role.Proficiency in various platforms and systems (e.g., Talkdesk, Google Suite, Microsoft Office, email management and phone systems)Skills Required:Customer Service Excellence: A strong focus on delivering exceptional customer experiences and building long-term relationships.Communication Skills: Exceptional verbal and written communication skills to engage effectively with customers and explain products clearly. Adept at communicating with and supporting special and geriatric audiences, as well as individuals who may not be tech-savvy, demonstrating patience, empathy, and adaptability to ensure a positive experience.Problem-Solving: Ability to troubleshoot customer issues while identifying sales opportunities to enhance their experience.Product Knowledge: Strong understanding of company offerings, with the ability to explain features and benefits in a way that resonates with customers.Time Management: Effective time management skills to balance customer service responsibilities and sales activities.Team Collaboration: Ability to work collaboratively with other departments, sharing insights to support overall business objectives.Goal-Oriented: Results-driven mindset with a focus on achieving sales targets and contributing to team revenue goals.Adaptability: Flexibility in handling a variety of customer interactions and adapting to new tools, products, and sales techniques.Physical Requirements:This is a primarily desk-based position requiring prolonged periods of sitting and regular use of a computer, including typing and screen-based work. Occasional standing, walking, and light lifting (up to 10 pounds) may be required. The role may also involve occasional travel to other locations. Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the role.Internal and External Interaction:This role requires regular interaction with individuals at all levels, both within the department and across the organization. The position may also involve direct engagement with customers in escalation or support situations and collaboration with managers from various departments. recblid 5pn5fs8cvvynyi76q7fxxi9jpwjjd0