Customer Service Representative - Boston, MA

Ipostal1; Boston (MA); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Two-week paid training

Job summary

iPostal1 is seeking a customer service professional for our Boston, Massachusetts office. This in-office role requires strong verbal and written communication skills and a positive, team-oriented attitude to support a growing customer base.

Two-week paid training starts Day 1. Candidates should be comfortable with phone, chat, and email support, and be able to work well in a fast-paced, collaborative environment. Remote work is not available.

Qualifications

• Previous experience in a customer service-oriented role.
• Excellent verbal and written communication skills.
• Proficient in navigating CRM and/or multiple software applications.

Responsibilities

• Answer inbound calls from customers in a prompt and professional manner.
• Identify the type of assistance needed and escalate when appropriate.
• Engage customers in live chat and manage expectations.
• Assist customer tickets with general inquiries, product support, and signup issues.
• Provide mail support duties as needed.

Skills

Customer service

Phone support

Chat support

Written communication

Tools

CRM software

Ticketing system

Job description

We’re iPostal1 and we’re in growth mode!

This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Boston, Massachusetts location.

There will be a two-week, paid training which starts on Day 1!

To join our customer service team, you should be comfortable supporting customers via the phone, on chat and through email, an excellent verbal and written communicator, able to think on your feet and have a positive, team-oriented attitude. If you enjoy assisting customers and want to make a career of it, this could be a great opportunity for you!

Please note this is an in-office role. Remote work is not available.

Responsibilities:

• Answer inbound calls from customers in a prompt and professional manner
• Identify the type of assistance needed
• Ascertain level of assistance needed to resolve inquiry and **escalate** when appropriate
• Deliver all information in a positive, conversational, and compassionate manner to facilitate relationship development with clients
• Manage customer expectations
• Actively engage customers in on-line chat context
• Assist customer tickets from the queue with general inquiries, product support, service recommendation, and basic sign-up issues in a diverse technology environment (via phone/email/chat)
• Provide mail support to Mail Center Manager by performing duties such as mail sorting, digital uploading, dispensing, etc.
• Additional duties as assigned and deemed appropriate per level including but not limited to handling escalations, team supervision, analytics and reporting

Requirements:

• Results oriented
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a customer service-oriented role
• Proficient in navigating in a CRM and/or multiple software applications

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.