Customer Experience Specialist: Service & Upsell

North West Labs; Southfield (MI); On-site; USD 22,000 - 32,000; Full time

Job summary

North West Labs in Southfield, MI is seeking a customer service representative to provide exceptional support via phone, email, and chat. You will answer inquiries, resolve issues promptly, and assist with product information, pricing, and order processing.

The role includes upselling where appropriate, effective English communication, and collaboration with teammates to meet department goals. Multilingual skills are a plus in a fast-paced environment.

Qualifications

• Excellent verbal and written communication is essential.
• Active listening and empathy help resolve customer issues.
• Upsell opportunities should be identified and pursued when appropriate.

Responsibilities

• Provide exceptional customer service via phone, email, and chat.
• Answer inquiries and resolve issues in a timely and professional manner.
• Assist customers with product information, pricing, and order processing.
• Upsell additional products or services to customers when appropriate.
• Communicate effectively in English (multilingual or bilingual skills preferred).
• Analyze customer needs and recommend suitable solutions.
• Maintain accurate customer records and update information as needed.
• Follow company policies and procedures to ensure customer satisfaction.
• Collaborate with team members to achieve department goals.

Skills

Excellent communication

Phone etiquette

Empathy

Upsell ability

English proficiency

Problem solving

Detail oriented

Organizational skills

Job description

North West Labs in Southfield, MI is seeking a customer service representative to provide exceptional support via phone, email, and chat. You will answer inquiries, resolve issues promptly, and assist with product information, pricing, and order processing.

The role includes upselling where appropriate, effective English communication, and collaboration with teammates to meet department goals. Multilingual skills are a plus in a fast-paced environment.