Customer Service Agent

The Customer Service Agent role involves handling customer tickets from start to finish using various tools, expediting other agent tickets and following up when necessary. The agent needs to provide excellent, empathetic, and effective customer service, communicate issues to leads, and handle upwards of 40+ tickets per day while maintaining a CSAT quality of 95% or higher. The role also requires responding to tickets within 4-24 hours, handling chats and phone calls with good attendance, creating SOPs, and building efficiencies within work flows. The agent must possess knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook and have 2 years+ of customer service experience. The candidate must have the ability to multitask, de-escalate challenging requests/customers, communicate well verbally and written, and present in larger groups with strong attention to detail and organizational skills.