Customer Service Specialist - Zendesk Support

Customer Service Specialist - Zendesk SupportReports to: Manager, Customer ExperienceWork Type: HybridFLSA Status: Non-ExemptPay: $20-$26/hour (based on experience)About the RoleOur client in the non-profit industry is hiring a Customer Service Specialist to support members through a fast-paced, service-focused environment. This role is perfect for someone who enjoys helping customers, solving problems, and delivering a smooth support experience across phone, email, and chat channels.The ideal candidate has experience working in a ticketing or CRM platform such as Zendesk or Salesforce and can confidently manage customer inquiries while maintaining accuracy, professionalism, and empathy.What You'll DoCustomer Support & ExperienceServe as a primary point of contact for customers via phone, email, and live chatRespond to questions related to accounts, renewals, payments, and servicesDeliver timely, accurate, and professional supportBuild positive relationships through a customer-first approachTroubleshoot issues and escalate complex cases when neededTicketing & Account ManagementManage and update customer records within Zendesk, Salesforce, or similar CRM systemsProcess account updates, renewals, refunds, and paymentsMaintain detailed documentation of customer interactions and case resolutionsMonitor service queues and meet response time expectationsTeam Collaboration & OperationsWork cross-functionally with internal teams to resolve customer concernsSupport operational projects and administrative tasks as neededContribute ideas for improving processes and customer experience workflowsTraining & ComplianceParticipate in onboarding and ongoing training programsStay up to date on company policies, systems, and proceduresEnsure compliance with privacy, security, and financial guidelinesWhat You BringExperience & BackgroundAssociate's degree or equivalent experience preferred1+ year of customer service, support, call center, or member services experienceExperience using Zendesk, Salesforce, or similar CRM/ticketing systems preferredInsurance, association, or membership-based industry experience is a plusSkillsStrong communication skills, both written and verbalComfortable handling a high volume of customer interactionsStrong attention to detail and organizational skillsAbility to multitask and prioritize in a structured environmentProfessional, empathetic, and solutions-oriented mindsetProficient in Microsoft Office including Outlook, Excel, Word, and TeamsWork EnvironmentPrimarily remote schedule with onboarding requiring additional in-office trainingRemote with in-office requirement approximately 2x per month35-hour work week with staggered shifts covering 8:00 AM - 5:00 PMCall center/customer support environment with moderate activity levelsOccasional overtime during peak periodsAdditional InformationNo direct reportsEquipment and systems providedMultiple start dates available in the coming weeksAbout NextPlay JobsAt NextPlay Jobs, we believe great recruiting is personal " not transactional. We connect high-performing talent with companies where they can grow, contribute, and make a real impact.