Customer Service Representative

Position: Customer Service Representative Number of hours: 40 hours/week Time Zone: New York Time Requirements: Familiarity with Asana, Zapier, Pipedrive, Airtable, and Slack is highly advantageous Proven work experience as a Customer Service Representative or relevant role is required Demonstrate tech savviness with a robust understanding of software tools and platforms pertinent to the role Proven experience in a support role, with a strong ability to handle both internal and external communications Excellent problem-solving skills; ability to address and resolve issues swiftly Strong organizational skills and the ability to multitask effectively Outstanding communication abilities, with proficiency in writing and speaking in English Knows how to craft responses and do meaningful conversations The ability to take initiative and work independently as well as seek direction Tasks required: Inbox Management: Efficiently manage and respond to emails in our support inboxes, ensuring all inquiries are addressed promptly Issue Escalation: Serve as a liaison between clients and technical support teams by escalating complex issues to the appropriate technical staff Internal Routing: Direct clients to the appropriate departments within the company to ensure they receive timely and accurate assistance Agreement Creation: Draft and manage agreements with clients, ensuring all documents are accurate and complete Live Support: Actively respond to live chat inquiries and answer phone calls to assist clients with their immediate needs Communication Facilitation: Help coordinate and communicate project updates from our team to clients to keep them informed of progress Access Provisioning: Provide team members with access to client assets such as Asana, Harvest, 1Password, and Slack channels to facilitate smooth project execution Other ad hoc tasks that would be assigned