Customer Care & Escalations Specialist (Night Shift)

SPECTRAFORCE; United States; Remote; USD 21,000 - 28,000; Full time

Job summary

SPECTRAFORCE is seeking a customer service professional in the United States to manage high-volume inbound calls and email inquiries. You will route calls, liaise with stakeholders, and maintain accurate MIS trackers while delivering empathetic support during night shifts.

The role requires excellent written and verbal communication, strong MS Office skills, and the ability to work under pressure with deadlines. You will thrive in a fast-paced agency environment and be a reliable team player.

Qualifications

• Positive attitude
• Flexible & Aggressive
• Excellent communication skills (Spoken and Written).
• Work independently with little supervision in a fast-paced agency environment
• Have a knack for learning and staying up to date with new technologies
• Professional, Adaptable and Resilient - able to take no for an answer yet still apply 100% effort throughout the workday
• Goal oriented; have a burning desire to be successful
• Advanced computer skills especially Microsoft Word, Microsoft PowerPoint, Outlook.
• Highly motivated individual able to grasp complex technologies, tools or knowledge and learn quickly.
• Must have a demonstrated ability to work within tight deadlines.
• Willing to work in night shifts

Responsibilities

• Handle escalations/complaints professionally with compassion
• Route the inbound calls by following the proper call routing matrix
• Liaising between the owner of the call/email and the appropriate stakeholder
• Excellent written and verbal communication with balanced rate of speech and enunciation
• Good email & telephone etiquette
• Handling email enquiries and voice messages
• Excellent soft skills - empathetic, patient and team player
• Maintaining trackers and other MIS reports
• Ability to handle 50 to 60 inbound calls in a day
• Working knowledge of Microsoft Office Programs
• Strong verbal and written communication skills
• Detail orientation and prioritization skills
• Ability to learn and retain information
• Ability to work under stress with deadlines
• 5 days working Night shifts

Skills

Excellent communication

Detail oriented

Multitasking

Microsoft Office

Fast learner

Resilient

Tools

Microsoft Word

PowerPoint

Outlook

Job description

SPECTRAFORCE is seeking a customer service professional in the United States to manage high-volume inbound calls and email inquiries. You will route calls, liaise with stakeholders, and maintain accurate MIS trackers while delivering empathetic support during night shifts.

The role requires excellent written and verbal communication, strong MS Office skills, and the ability to work under pressure with deadlines. You will thrive in a fast-paced agency environment and be a reliable team player.