Customer Service Representative

job summary:
A natural problem-solver who thrives on helping customers and empowering teams? We are looking for a dynamic Customer Support Lead to take the helm of our frontline support operations. In this role, you won't just be putting out fires-you will be the ultimate champion for the customer experience, while simultaneously mentoring our Tier 1 support team to be the best in the business. You will partner closely with our customer to streamline processes, and ensure our daily operations run like a well-oiled machine

location: Telecommute
job type: Solutions
salary: $22 - 28 per hour
work hours: 5am to 2pm
education: No Degree Required

responsibilities:

Job Duties -

Triage & Prioritize: Review and triage the overnight or early-morning queue of incoming customer issues and enquiries, setting the priority list for the Tier 1 team.

Metric Check: Pull the morning customer metrics to see where the team stands and identify any immediate bottlenecks that need attention.

Team Huddle: Touch base with the Tier 1 Customer Support team, addressing any immediate training needs, policy updates, or operational shifts from customer

Job Requirements -

■ Resolve customer issues and closing out cases

■ Document and report on customer care issues

■ Monitor key customer metrics and report on a daily basis

■ Communicate with internal and external stakeholders on day to day issues

■ Provide end of day reporting on daily operations and ongoing issues

■ Identify persisting operational issues and escalate appropriately as directed by customer

■ Comply with customer care policies

■ Generate weekly surveys and collect customer feedback

Desired Skills & Experience -

Elite Communication: Flawless written and verbal communication skills, with the ability to adjust tone when speaking to frustrated customers, new trainees, or external stakeholders.

High Emotional Intelligence: The ability to remain calm under pressure, de-escalate conflicts, and deliver constructive performance feedback with empathy and professionalism.

Extreme Ownership: A self-starter mentality with the ability to identify a persisting problem, take initiative, and escalate it with a proposed solution rather than just complaining about it.

Adaptability: A flexible mindset, willing to roll up your sleeves to handle both high-level strategy (partner catalogs) and granular tasks (office admin) as the business requires.

#LI-HW1

qualifications:
Data Analysis & Reporting: Ability to monitor daily metrics, analyze trends, and compile clear, concise end-of-day reports.

Survey & Feedback Generation: Experience deploying customer satisfaction (CSAT) surveys and extracting actionable insights.

Stakeholder Communication: Exceptional written and verbal communication skills to liaise between customers, external partners, and internal leadership.

Team Communication: Exceptional written and verbal communication skills to deliver concise instructions

Team Coaching & Mentorship: Ability to train, onboard, and continuously develop Tier 1 support staff.

Performance Management: Experience tracking agent performance, delivering constructive feedback

Delegation & Triage: Skill in prioritizing workflows and effectively assigning tasks or tickets to the right team members.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.