Hybrid Customer Care Specialist - Help Desk

QBS, Inc; Foxborough (MA); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

401k with company match

Life Insurance (Basic, Voluntary & AD

Paid Time Off

Training & Professional Development

Job summary

QBS, Inc is hiring a Customer Care Representative to serve as a key contact for customers and support a high-quality experience. You will handle inquiries across phone, email, and live chat, onboard new customers, and maintain accurate CRM records.

The role emphasizes problem solving, strong communication, and collaboration with Logistics, Operations, and Accounting to resolve billing and service issues. A friendly, coachable attitude is valued.

Qualifications

• Prior experience in customer service, customer support, education, hospitality, administration, or another customer-facing environment is a plus, but not required.
• Motivated by helping customers and committed to providing responsive, thoughtful, and accurate support.
• Tech savvy and comfortable learning and working across multiple technology platforms; experience with CRM systems or customer support tools (Salesforce preferred) is a plus.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Comfort working independently with minimal supervision.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Customer-focused mindset with strong problem-solving skills
• Retirement Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Responsibilities

• Serve as a primary point of contact for customers via phone, email, and live chat.
• Respond to customer inquiries related to accounts, orders, products, and services in a timely and professional manner.
• Conduct account walkthroughs and onboarding tutorials to help new customers get set up successfully.
• Create, update, and maintain accurate customer account records in CRM and support systems.
• Resolve customer complaints and order-processing issues, escalating when appropriate and ensuring full resolution.
• Maintain service-level response expectations and proactively identify and reduce recurring customer issues.
• Develop and maintain knowledge of QBS products, services, policies, and workflows.
• Partner with Logistics and Operations teams to resolve delivery, scheduling, and service-related issues.
• Collaborate with Accounting to address billing questions and payment discrepancies.
• Support Sales, Training, and other internal teams to maintain a consistent and positive customer experience.
• Document customer interactions clearly and accurately.
• Create, publish, and maintain Salesforce knowledge base articles to support new features, product updates, and common customer questions, enabling customers to find answers through self-service before submitting a support case.
• Perform other duties as assigned

Skills

Customer service

CRM systems

Microsoft Office

Communication skills

Tools

Salesforce

Job description

QBS, Inc is hiring a Customer Care Representative to serve as a key contact for customers and support a high-quality experience. You will handle inquiries across phone, email, and live chat, onboard new customers, and maintain accurate CRM records.

The role emphasizes problem solving, strong communication, and collaboration with Logistics, Operations, and Accounting to resolve billing and service issues. A friendly, coachable attitude is valued.