Customer Service Representative

Gravity IT Resources; Florida; On-site; USD 36,000 - 48,000; Full time

Job summary

Gravity IT Resources is seeking a Customer Service Representative in Florida to serve as the first point of contact for customers in a phone-first, onsite role. You will handle inbound calls, troubleshoot product issues, and provide clear, professional support for HCM solutions including payroll, HR, time and attendance, and benefits.

You will own customer issues from start to finish, document interactions in CRM, collaborate with cross-functional teams, and uphold CSAT and NPS targets while

Qualifications

• Strong customer service mindset and ability to build rapport quickly.
• Excellent verbal and written communication skills.
• Professional phone presence and confident communication.
• Strong troubleshooting and real-time problem-solving abilities.
• Ability to multitask while documenting interactions.
• Excellent organizational skills and attention to detail.
• Ability to explain technical concepts to non-technical users.
• Empathy, patience, and professionalism in challenging situations.
• Accountability for outcomes and metrics.
• Willingness to learn and adapt to coaching.

Responsibilities

• Answer inbound calls and assist via email/chat as needed.
• Provide prompt professional assistance on products, services, and accounts.
• Troubleshoot and resolve issues in real time, identify root causes.
• Own issues from start to finish with clear follow-up.
• Escalate complex cases appropriately to the right teams.
• Collaborate with Account Managers and Technical Support to resolve concerns.
• Maintain detailed records of interactions in CRM.
• Provide proactive updates to customers during resolution.
• Deliver excellent experiences through active listening and de-escalation.
• Educate customers on best practices and maximize product value.
• Identify recurring issues and feedback for process/tool improvements.

Skills

Customer service

Communication

Phone support

Troubleshooting

Multitasking

Organization

Technical explanation

Empathy

Education

High school diploma

Associate/Bachelor's degree (preferred)

Tools

HubSpot CRM

Salesforce

Aircall

Job description

Job Title: Customer Service Representative

Location Requirements: Pembroke Pines, FL / Miramar, FL (Onsite)

Job Type: Direct Hire

Role Overview:

In this role you will serve as the first point of contact for customers in a front-line, phone-first role. You will answer inbound calls, troubleshoot product issues, resolve questions in real time, and provide exceptional support. You will support Human Capital Management (HCM) solutions, including payroll, human resources, time and attendance, and benefits administration. Success is measured by customer satisfaction, issue resolution effectiveness, positive customer outcomes, CSAT scores, Net Promoter Score (NPS) results, First Contact Resolution (FCR) rates, call quality, professionalism, accurate case documentation, schedule adherence, and phone availability.

Responsibilities:

• Serve as the primary point of contact for customers by answering inbound phone calls and providing support through email and chat when needed.
• Deliver prompt, professional assistance regarding products, services, and account-related inquiries.
• Troubleshoot and resolve customer issues in real time, identifying root causes and implementing effective solutions whenever possible.
• Own customer issues from initiation through resolution, ensuring timely follow-up and clear communication throughout the process.
• Escalate complex issues appropriately by creating support tickets, generating sales leads, or routing inquiries to the appropriate department.
• Collaborate with Account Managers, Technical Support teams, and other internal stakeholders to resolve customer concerns efficiently.
• Maintain detailed and accurate records of customer interactions, troubleshooting activities, resolutions, and follow-up actions within CRM and related systems.
• Provide proactive updates to customers regarding open cases and ensure they remain informed throughout the resolution process.
• Deliver exceptional customer experiences through active listening, empathy, professionalism, and effective de-escalation techniques.
• Educate customers on best practices and help them maximize the value of software solutions.
• Identify recurring customer issues and share feedback to improve products, support processes, and knowledge base resources.
• Perform other duties and special projects as assigned.

Required Qualifications:

• Strong customer service mindset with the ability to build rapport and establish trust quickly.
• Excellent verbal and written communication skills.
• Professional, positive, and confident phone presence.
• Strong troubleshooting and problem-solving abilities.
• Comfortable resolving complex issues while interacting with customers in real time.
• Ability to multitask effectively, including listening, navigating multiple systems, documenting interactions, and troubleshooting simultaneously.
• Exceptional organizational skills and attention to detail.
• Ability to explain technical concepts clearly to non-technical users.
• Demonstrated empathy, patience, and professionalism in difficult customer situations.
• Accountability for customer outcomes and performance metrics.
• Receptive to coaching, feedback, and continuous improvement.
• Strong computer proficiency and the ability to quickly learn new software applications.
• Previous experience in customer service, technical support, customer success, or help desk support.
• Human Capital Management (HCM) experience, including one or more of the following areas: payroll, human resources, time and attendance, or benefits administration.
• High school diploma or equivalent.

Preferred Qualifications:

• Experience in a phone-based environment.
• Associate's or Bachelor's degree.
• Experience supporting SaaS (Software-as-a-Service) products.
• Experience using CRM platforms such as HubSpot or Salesforce.
• Experience utilizing cloud-based phone systems such as Aircall or similar solutions.
• Demonstrated success achieving customer experience metrics, including CSAT, NPS, quality assurance, or First Contact Resolution (FCR) targets.