Associate Customer Service Representative

Daxko; Birmingham, Northern (AL, KY); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Flexible paid time off

Affordable health, dental, and vision

Monthly fitness reimbursement

401(k) matching

New-Parent Paid Leave

Casual work environments

Remote work

Job summary

Daxko is seeking an Associate Customer Service Representative in Birmingham, AL, to be the first voice customers hear when they need help. You will resolve questions, troubleshoot issues, and guide customers through their accounts with clarity and care.

You will own interactions across phone, email, and chat, walk customers through solutions, and document all activity in our ticketing system. This role emphasizes teamwork and continuous improvement in service metrics.

Qualifications

• Clear, confident communication in writing and conversation.
• Problem-solving mindset with a genuine desire to help others.
• Ability to manage multiple priorities in a fast-moving environment.
• Up to two years of customer-facing experience.
• Fluent in spoken and written English.

Responsibilities

• Own customer interactions across phone, email, and chat from first contact to resolution.
• Troubleshoot technical issues and walk customers through solutions in a clear, step-by-step way.
• Resolve issues in a single interaction whenever possible, escalating the right cases at the right time.
• Document interactions and manage open cases accurately in our ticketing system.
• Contribute to team performance across metrics like First Response Time, Resolution Rate, and Customer Satisfaction.
• Partner with teammates to share knowledge and improve the support experience over time.

Skills

Communication

Problem solving

Multitasking

Customer service

English proficiency

Tools

Salesforce

PureCloud

Job description

About the role

As an Associate Customer Service Representative, you're the first voice customers hear when they need help. You'll resolve questions, troubleshoot issues, and guide people through their accounts with clarity and care. This role sits at the heart of the customer experience and is a strong foundation for a career in support.

What you'll do

• Own customer interactions across phone, email, and chat from first contact to resolution
• Troubleshoot technical issues and walk customers through solutions in a clear, step-by-step way
• Resolve issues in a single interaction whenever possible, escalating the right cases at the right time
• Document interactions and manage open cases accurately in our ticketing system
• Contribute to team performance across metrics like First Response Time, Resolution Rate, and Customer Satisfaction
• Partner with teammates to share knowledge and improve the support experience over time

What you'll bring

• Clear, confident communication skills in both writing and conversation
• A problem-solving mindset and a genuine interest in helping others
• Comfort managing multiple priorities in a fast-moving environment
• Up to two years of experience in a customer-facing role
• Proficiency in spoken and written English

Nice to have

• One or more years of customer or technical support experience
• Familiarity with support metrics and how they connect to team goals
• Experience with platforms like Salesforce or PureCloud

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:

• Flexible paid time off
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• Casual work environments
• Remote work

All your information will be kept confidential according to EEO guidelines.

#LI-Hybrid