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Customer Service Representative
hace 3 semanas
Full-Time | Remote | After The Tone
After The Tone is the leading audio guestbook company in the U.S., delivering high-quality voicemail keepsakes for weddings and events. We're hiring a full-time Customer Service Representative to support our clients before, during, and after their events by providing timely, thoughtful, and detail-oriented assistance across email and digital support channels.
Responsibilities
As a Customer Service Representative, you will collaborate closely with the Customer Service team and management to effectively engage with customers, resolve issues, and contribute to a positive customer service experience at After The Tone You will be responsible for the following, but not limited to:
Manage customer inquiries and cases using Salesforce CRM
Create, update, and resolve Salesforce cases promptly
Ensure full customer satisfaction and maintain a friendly, helpful demeanor
Monitor case queues and response times to ensure the department's current KPI targets are met
Maintain consistent communication with the customer to give updates on progress toward the resolution of the issue or service request
Use Salesforce dashboards and reports to manage daily workload and mitigate potential order issues
Communicate with the team via Slack to relay unresolved customer issues and time-sensitive cases to designated departments for further investigation
Provide phone/text support to clients via our emergency support line to assist with all issues, including event day troubleshooting
Handle client walkthrough calls, assisting in the setup and use of our phones for their events
Follow established customer service processes and documentation standards
Requirements
Hands-on experience using Salesforce CRM
Experience creating, updating, and managing cases in Salesforce
Strong written communication skills with a professional, customer-first tone
Ability to manage multiple customer conversations simultaneously
High attention to detail and accuracy in documentation and data entry
Comfortable following structured processes and workflows
In-depth knowledge of After The Tone products and services to accurately answer customer queries and offer relevant information
Ability to de-escalate tense situations and resolve customer complaints in a professional and satisfactory manner
Comfortable working in a fast-paced, high-volume environment
Basic technical proficiency of the Google Suite, Dropbox, and Slack
Schedule
Full-time position (40 hours per week)
(2) weekend shifts required: 12:00 PM - 8:00 PM PST
(3) weekday shifts: 9:00 AM - 5:00 PM PST
