Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative for a Contract position based in San Francisco, California. In this role, you will engage directly with business owners through a high volume of conversations, uncover meaningful trends, and turn those insights into clear documentation that supports service quality and AI-driven process improvement. This opportunity is ideal for someone who communicates with confidence, stays composed in fast-moving environments, and enjoys blending customer interaction with analytical thinking.

Responsibilities:
• Handle a steady stream of inbound and outbound conversations with business owners, gathering accurate information while maintaining a detail-focused and calm customer experience.
• Ask thoughtful questions that uncover customer needs, surface relevant business details, and support strong performance against service and outreach goals.
• Recognize recurring themes, unusual situations, and service gaps across calls, then organize findings into structured notes that can inform operational decisions.
• Classify call outcomes, edge cases, and customer scenarios in a consistent way so teams can use the information for training data and process refinement.
• Review AI-assisted or automated call interactions, identify where responses fall short of real-world expectations, and document corrective feedback for improvement.
• Partner with sales, operations, and engineering teams to share frontline insights that influence workflow enhancements and future automation priorities.
• Create clear reference materials, call guidance, and knowledge resources based on firsthand customer interactions to improve consistency across the team.
• Support a fast-paced service and sales environment by balancing customer de-escalation, accurate data capture, and KPI-focused call handling.
• Perform order entry and related follow-up tasks as needed to ensure customer information is complete and properly recorded.• Experience in call center customer service, customer support, or a similar phone-based role involving frequent inbound and outbound communication.
• Ability to manage high call volume while staying attentive to detail, organized, and customer-focused.
• Strong communication skills with the confidence to speak with business owners, guide conversations, and handle challenging interactions professionally.
• Demonstrated skill in de-escalating concerns, identifying customer needs, and maintaining composure in a fast-paced setting.
• Comfort using sound judgment to spot patterns, distinguish routine issues from exceptions, and document findings clearly.
• Familiarity with order entry, call documentation, and basic tracking of performance metrics or service KPIs.
• Interest in learning new systems, adapting to evolving processes, and contributing feedback that improves customer-facing operations.