Customer Service Assistant

Market Value; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Market Value Southwest, a marketing and customer engagement company in New York, seeks a Customer Service Specialist to manage complex customer cases requiring investigation and coordination.

You will review issues, research information, determine resolutions, and document actions in our systems, owning cases from receipt to closure and collaborating with multiple internal teams.

Qualifications

• Customer service or case management experience preferred.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.
• Ability to manage multiple open cases and priorities.
• Proficient with CRM or ticketing systems.

Responsibilities

• Review and manage assigned customer service cases from receipt to resolution.
• Investigate concerns by reviewing account information and documentation.
• Coordinate with internal departments to resolve issues.
• Maintain ownership of open cases and monitor progress.
• Provide customers with updates on case status and next steps.
• Document actions and resolutions in company systems.
• Escalate complex cases per procedures.
• Identify recurring issues for internal review.

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree (preferred)

Tools

CRM systems

Ticketing systems

Microsoft Office

Google Workspace

Job description

New York, United States | Posted on 09/07/2026

Market Value Southwest is a marketing and customer engagement company that helps brands connect with their audiences through strategic campaigns, live experiences, events, and brand activations. Our collaborative team combines creative thinking, thoughtful planning, and hands-on execution to deliver professional, engaging experiences tailored to each client’s goals.

Job Description

We are seeking a Customer Service Specialist to manage customer cases that require investigation, coordination, and follow-through. This position is responsible for reviewing service-related issues, researching available information, identifying appropriate resolutions, and ensuring customer matters are documented and addressed according to established procedures.

The Customer Service Specialist will work across departments when necessary to resolve cases and will maintain ownership of assigned matters through completion.

Responsibilities include:

• Review and manage assigned customer service cases from initial receipt through resolution
  
• Investigate customer concerns by reviewing account information, previous interactions, and available documentation
  
• Determine appropriate next steps based on company policies and established procedures
  
• Research discrepancies and obtain additional information when necessary
  
• Coordinate with internal departments to resolve service-related issues
  
• Maintain ownership of open cases and monitor progress toward resolution
  
• Provide customers with clear updates regarding case status and next steps
  
• Document actions, correspondence, and resolutions within company systems
  
• Identify cases requiring additional review and route them to the appropriate department
  
• Follow established escalation procedures for complex or unresolved matters
  
• Verify that agreed-upon actions have been completed before closing cases
  
• Review account and service records for accuracy
  
• Identify recurring service issues and document patterns for internal review
  
• Prepare summaries of customer cases and resolution activity
  
• Maintain organized records of open, pending, and completed cases
  
• Assist with service quality reviews and process documentation
  
• Communicate recurring customer concerns to appropriate internal teams
  
• Follow company standards regarding customer information, documentation, and confidentiality
  
• Support additional service resolution activities as assigned
  

Requirements

• High school diploma or equivalent required
  
• Associate’s or Bachelor’s degree in Business Administration, Communications, Management, or a related field preferred
  
• 1–2 years of experience in customer service, case management, customer operations, complaint resolution, client support, or a related role preferred
  
• Experience researching and resolving customer issues preferred
  
• Strong problem-solving and analytical skills
  
• Excellent written and verbal communication skills
  
• Strong attention to detail and documentation skills
  
• Ability to review information and determine appropriate next steps
  
• Ability to manage multiple open cases and competing priorities
  
• Strong follow-through and case ownership
  
• Professional approach to sensitive or challenging customer situations
  
• Ability to coordinate effectively with multiple internal departments
  
• Sound judgment when determining when an issue should be escalated
  
• Experience working with CRM, ticketing, case-management, or customer information systems preferred
  
• Proficiency with Microsoft Office, Google Workspace, or comparable business software
  
• Employee recognition programs
  
• Team and company activities
  
• Collaborative working environment
  
• Structured onboarding and role support
  
• Variety of customer cases and service responsibilities