Customer Support Representative
Gravity IT Resources
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Job Title: Customer Service Representative
Location: Pembroke Pines, FL (Hybrid Schedule)
Job-Type: Direct Hire
Referral Fee: +/- $750
Employment Eligibility: Gravity can only consider US Citizens or Green Card Holders at this time.
Position Overview
Gravity is seeking a Customer Service Representative who will support customers in resolving issues by answering questions, routing calls to the appropriate department, creating tickets, and providing product and service information.
Main Duties/Responsibilities:
- Interact with customers via telephone, email, or online chat to provide support and information on assigned products or services.
- Handle customer inquiries and complaints by directing calls to the appropriate person/department (transferring calls, creating a sales lead, and/or creating a ticket).
- Troubleshoot and resolve product issues, working with account managers and technical teams.
- Ensure that proper actions are taken to address customers’ problems and concerns, utilizing knowledge of specific products or services to assist or escalate as needed.
- Assist customers in effectively utilizing SAAS solutions and finding value in the services provided.
- Document and update customer records in CRM systems based on interactions to track inquiries, complaints, and comments.
- Provide information on products and services, as well as updates on returns.
- Perform other related duties as assigned.
Required Skills/Abilities:
- Ability to build rapport with clients.
- Strong organizational skills with the ability to prioritize and multitask.
- Professional and positive demeanor over the phone.
- Excellent written and verbal communication skills.
- Service-oriented with the capability to resolve customer grievances.
- Proficient computer skills and ability to learn new software.
Education and Experience:
- Previous experience in customer service and technical support roles.
- Technology-related experience is a plus.
- Experience with CRM systems (e.g., HubSpot, Salesforce) is a plus.
- High school diploma or equivalent required; a college degree is a plus.
- Customer service experience required.
- Experience with a related product or service preferred.