Senior Customer Service Representative - Swing Shift

Allied Tech; Austin (TX); Remoto; USD 58.000 - 71.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Health benefits

401(k)

PTO

Descrizione del lavoro

Allied Tech is seeking a Senior Customer Service Representative for a Swing Shift to support clients remotely. The role focuses on timely, empathetic support via phone, chat, and ticketing systems, with escalation handling and pattern identification for leadership.

The position offers a 58,000–71,000 USD yearly base with performance-based bonuses up to 10% individually and up to 10% company-wide. A remote-friendly environment includes health benefits, a 401(k), generous PTO, and a home-office

Competenze

• Excellent written communication, grammar, punctuation and spelling.
• Comfortable navigating multiple software systems simultaneously.

Mansioni

• Respond to customer inquiries across phone, live chat, and ticketing systems.
• Resolve complex cases escalated by other representatives.
• Troubleshoot problems and guide customers to solutions.
• Document interactions accurately in internal systems.
• Follow processes to deliver high-quality support and represent client brands with empathy.

Conoscenze

Customer service

Communication

Multitasking

Troubleshooting

Formazione

1+ years experience in customer service

Strumenti

CRM systems

Ticketing software

Descrizione del lavoro

Senior Customer Service Representative - Swing Shift

Some customer issues are straightforward. Others take patience, judgment, and a little more experience to get right. We're looking for the person people turn to when the usual answer isn't enough.

What is the pay?

• $58,000 - $71,000 per year, based on experience
• Individual performance-based bonus up to 10% of salary
• Company performance-based bonus up to 10% of salary

What are the benefits?

• Fully remote position
• Competitive health, dental, and vision insurance
• 401(k) with up to 6% company match
• 40 days of paid time off, inclusive of vacation, sick days, and holidays
• $200/month home-office stipend
• Promote-from-within culture with clear opportunities for advancement

What will I be doing?

• Responding to customer inquiries across phone, live chat, and ticketing systems
• Resolving complex cases escalated by Customer Service Representatives
• Troubleshooting both common and uncommon problems and guiding customers to solutions
• Identifying patterns in escalated cases and surfacing insights to leadership
• Documenting interactions accurately within internal systems
• Following established processes to deliver consistent, high-quality support
• Representing client brands with empathy and professionalism

What are the requirements?

• Excellent written communication, including grammar, punctuation, and spelling
• Comfortable navigating multiple software systems simultaneously
• Fast, reliable internet connection and a distraction-free work environment

What additional qualifications could I have?

• 1+ years customer service-related experience
• 1+ year experience with phone, chat, and ticketing software systems

What shifts are available?

This role supports 24/7 coverage across our client base, with 3 different shift schedules available. Team members work a rotating 5-on / 2-off schedule, with days off shifting periodically so that weekend shifts are shared equally across the team. Each shift is 8 hours and averages 40 hours per week.

• Swing Shift: 4:00 PM - 12:00 AM Central Time (CT)

Great customer service is about more than answering questions it's about creating trust, solving problems, and making people feel taken care of. If that sounds like the kind of work you do best, we'd love to hear from you!