Customer Service Representative

Job Title: Customer Service Representative

Location Requirements: Pembroke Pines, FL / Miramar, FL (Onsite)

Job Type: Direct Hire

Role Overview:

In this role you will serve as the first point of contact for customers in a front-line, phone-first role. You will answer inbound calls, troubleshoot product issues, resolve questions in real time, and provide exceptional support. You will support Human Capital Management (HCM) solutions, including payroll, human resources, time and attendance, and benefits administration. Success is measured by customer satisfaction, issue resolution effectiveness, positive customer outcomes, CSAT scores, Net Promoter Score (NPS) results, First Contact Resolution (FCR) rates, call quality, professionalism, accurate case documentation, schedule adherence, and phone availability.

Responsibilities:

• Serve as the primary point of contact for customers by answering inbound phone calls and providing support through email and chat when needed.
• Deliver prompt, professional assistance regarding products, services, and account-related inquiries.
• Troubleshoot and resolve customer issues in real time, identifying root causes and implementing effective solutions whenever possible.
• Own customer issues from initiation through resolution, ensuring timely follow-up and clear communication throughout the process.
• Escalate complex issues appropriately by creating support tickets, generating sales leads, or routing inquiries to the appropriate department.
• Collaborate with Account Managers, Technical Support teams, and other internal stakeholders to resolve customer concerns efficiently.
• Maintain detailed and accurate records of customer interactions, troubleshooting activities, resolutions, and follow-up actions within CRM and related systems.
• Provide proactive updates to customers regarding open cases and ensure they remain informed throughout the resolution process.
• Deliver exceptional customer experiences through active listening, empathy, professionalism, and effective de-escalation techniques.
• Educate customers on best practices and help them maximize the value of software solutions.
• Identify recurring customer issues and share feedback to improve products, support processes, and knowledge base resources.
• Perform other duties and special projects as assigned.

Required Qualifications:

• Strong customer service mindset with the ability to build rapport and establish trust quickly.
• Excellent verbal and written communication skills.
• Professional, positive, and confident phone presence.
• Strong troubleshooting and problem-solving abilities.
• Comfortable resolving complex issues while interacting with customers in real time.
• Ability to multitask effectively, including listening, navigating multiple systems, documenting interactions, and troubleshooting simultaneously.
• Exceptional organizational skills and attention to detail.
• Ability to explain technical concepts clearly to non-technical users.
• Demonstrated empathy, patience, and professionalism in difficult customer situations.
• Accountability for customer outcomes and performance metrics.
• Receptive to coaching, feedback, and continuous improvement.
• Strong computer proficiency and the ability to quickly learn new software applications.
• Previous experience in customer service, technical support, customer success, or help desk support.
• Human Capital Management (HCM) experience, including one or more of the following areas: payroll, human resources, time and attendance, or benefits administration.
• High school diploma or equivalent.

Preferred Qualifications:

• Experience in a phone-based environment.
• Associate's or Bachelor's degree.
• Experience supporting SaaS (Software-as-a-Service) products.
• Experience using CRM platforms such as HubSpot or Salesforce.
• Experience utilizing cloud-based phone systems such as Aircall or similar solutions.
• Demonstrated success achieving customer experience metrics, including CSAT, NPS, quality assurance, or First Contact Resolution (FCR) targets.