Customer Service Representative

Appsierra Group; San Antonio (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Appsierra Group in San Antonio, TX is seeking a Customer Service Representative to be the first point of contact for customers across phone, email, and chat. This on-site role requires clear communication and empathy to resolve issues promptly.

You will handle inquiries, document interactions in the CRM, troubleshoot common problems, and escalate complex cases when needed. Strong time-management and a customer-focused mindset are essential.

Qualifications

• Excellent verbal and written communication skills.
• Demonstrated problem-solving ability and attention to detail.
• Proficiency in data entry and basic computer applications (MS Office, CRM platforms).
• Empathy and active listening to understand customer needs.
• Strong time-management skills with the ability to prioritize tasks.
• Basic conflict-resolution techniques and a customer-focused mindset.

Responsibilities

• Respond to inbound customer inquiries, providing accurate information and solutions.
• Document all interactions in the CRM system with precise data entry.
• Identify and troubleshoot common product or service issues, escalating complex cases when necessary.
• Manage a high volume of requests while adhering to response-time targets.
• Apply conflict-resolution techniques to de-escalate dissatisfied customers and achieve satisfactory outcomes.
• Maintain up-to-date knowledge of company policies, products, and promotions.
• Collaborate with cross-functional teams to relay customer feedback and improve service processes.

Skills

Verbal communication

Written communication

Problem solving

Data entry

Empathy

Time management

Conflict resolution

Tools

CRM systems

MS Office

Job description

About the role

The Customer Service Representative serves as the first point of contact for our customers, delivering timely and courteous support across phone, email, and chat. This on-site position requires strong communication skills and the ability to resolve issues efficiently while maintaining a high level of empathy.

Key responsibilities

• Respond to inbound customer inquiries, providing accurate information and solutions.
• Document all interactions in the CRM system with precise data entry.
• Identify and troubleshoot common product or service issues, escalating complex cases when necessary.
• Manage a high volume of requests while adhering to response-time targets.
• Apply conflict-resolution techniques to de-escalate dissatisfied customers and achieve satisfactory outcomes.
• Maintain up-to-date knowledge of company policies, products, and promotions.
• Collaborate with cross-functional teams to relay customer feedback and improve service processes.

Required qualifications

• Excellent verbal and written communication skills.
• Demonstrated problem-solving ability and attention to detail.
• Proficiency in data entry and basic computer applications (MS Office, CRM platforms).
• Empathy and active listening to understand customer needs.
• Strong time-management skills with the ability to prioritize tasks.
• Basic conflict-resolution techniques and a customer-focused mindset.

Nice to have

• Previous experience (0-1year) in a customer service or call-center environment.
• Familiarity with industry-specific CRM software (e.g., Salesforce, Zendesk).
• Additional language proficiency.
• Certification in customer service or communication training.