Remote Customer Success Specialist

Xact; Town of Texas (WI); Hybrid; USD 32,000 - 52,000; Full time

Job summary

XACT is seeking a Customer Service Specialist to provide outstanding support to our customers from a home office. You’ll assist with product selection, order questions, and issue resolution via phone, email, and live chat, using empathy and problem solving to create positive experiences.

You will communicate with other departments to ensure timely processing and delivery, meet performance metrics, and contribute to continuous improvement.

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• 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

• Be a trusted resource for customers, assisting them 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.
• Contribute to projects and other tasks as needed to support company growth.

Skills

Customer service

Communication

Multitasking

Problem solving

Typing 40 WPM

Adaptability

Education

High school diploma or equivalent

Some college coursework

Job description

XACT is seeking a Customer Service Specialist to provide outstanding support to our customers from a home office. You’ll assist with product selection, order questions, and issue resolution via phone, email, and live chat, using empathy and problem solving to create positive experiences.

You will communicate with other departments to ensure timely processing and delivery, meet performance metrics, and contribute to continuous improvement.