Remote Customer Success Specialist

XACT; Raleigh (NC); Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Flexible scheduling

Paid time off

Health and dental insurance

Vision insurance

Disability insurance

Company group plan (Aetna)

Job summary

XACT is seeking a Customer Service Specialist to support our clients' customers from a dedicated home office. You’ll help customers find products, answer questions, and guide them through the order process with empathy and problem-solving skills.

In this role you will communicate across teams, meet performance metrics, and look for ways to enhance the customer experience through thoughtful solutions and upselling where appropriate. Training is provided.

Qualifications

• High school diploma or equivalent; some college coursework is a plus.
• Prior customer service experience is ideal, but we’re happy to train the right candidate.
• Strong communication, interpersonal, and decision-making skills.
• A proactive, positive attitude with a focus on solutions and customer satisfaction.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable using technology and troubleshooting technical issues.
• Ability to type at a minimum 40 WPM.

Responsibilities

• Assist customers via phone, email, and live chat with product selection, order questions, and everything in between.
• Use active listening and genuine curiosity to understand customers’ needs and challenges, and then recommend solutions that exceed expectations.
• Approach customer interactions with a "How can I make this easy for the customer?" mindset, removing the burden of extra work from the customer and inspiring confidence.
• Communicate clearly with other departments to ensure timely order processing and delivery.
• Meet established performance metrics and continually set goals for professional growth.
• Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient.
• Identify opportunities to enhance the customer experience through thoughtful upselling, cross‑selling, or problem‑solving.
• Stay informed with company updates so you can offer the best guidance to our customers and contribute to projects and other tasks as needed to support company growth.

Skills

Customer service

Active listening

Problem solving

Multitasking

Typing 40 WPM

Communication skills

Education

High school diploma

Tools

Windows 10/11

Job description

XACT is seeking a Customer Service Specialist to support our clients' customers from a dedicated home office. You’ll help customers find products, answer questions, and guide them through the order process with empathy and problem-solving skills.

In this role you will communicate across teams, meet performance metrics, and look for ways to enhance the customer experience through thoughtful solutions and upselling where appropriate. Training is provided.