Customer Service Representative

Insight Global; Charlotte (NC); Hybrid; USD 32,000 - 52,000; Full time

Job summary

Insight Global in Charlotte, NC is seeking a customer service professional to respond to inquiries via phone, email, chat, or other channels, providing accurate information about our products, services, policies, and procedures.

You will document interactions in CRM, process orders and updates, escalate complex issues as needed, follow up to ensure resolution, and collaborate with internal teams to boost satisfaction and operational efficiency.

Qualifications

• Strong verbal and written communication skills.
• Ability to multitask, prioritize workload, and work independently.
• Excellent problem-solving and conflict-resolution abilities.
• Proficient with Microsoft Office and CRM systems.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer concerns and complaints in a professional and timely manner.
• Document customer interactions and maintain accurate records in company systems.
• Process orders, returns, account updates, and other customer requests as needed.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Meet or exceed established performance metrics and service level expectations.
• Collaborate with internal teams to improve customer satisfaction and operational efficiency.

Skills

Communication

Multitasking

Attention to detail

Bilingual (a plus)

Education

High school diploma or equivalent

Associate's or bachelor's degree preferred

Tools

Microsoft Office

CRM systems

Job description

• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer concerns and complaints in a professional and timely manner.
• Document customer interactions and maintain accurate records in company systems.
• Process orders, returns, account updates, and other customer requests as needed.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Meet or exceed established performance metrics and service level expectations.
• Collaborate with internal teams to improve customer satisfaction and operational efficiency.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous customer service, call center, retail, hospitality, or administrative experience preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficient with Microsoft Office and customer relationship management (CRM) systems.
• Ability to multitask, prioritize workload, and work independently.
• Strong attention to detail and organizational skills.

Preferred Skills

• Experience handling high-volume customer interactions.
• Ability to remain professional and positive in challenging situations.
• Strong time management and interpersonal skills.
• Bilingual abilities are a plus.

Working Conditions

• Ability to work in an office, remote, or hybrid environment, depending on business needs.
• May require occasional evening, weekend, or holiday availability.