[Remote] Customer Service & Sales Representative - Tier 2
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a skilled and motivated Tier 2 Customer Service & Sales Representative to join their dynamic team. This role is critical for resolving reputed company customer issues, handling escalations, and supporting internal teams while also engaging in outbound calls to enhance customer experience and drive service sales.
Responsibilities
- Respond to escalated customer service issues from Tier 1 representatives reputed company phone, email, or chat with professionalism and urgency
- reputed company reputed company and accurate answers to internal support questions from reputed company agents
- reputed company outbound calls to customers for follow-reputed company, service feedback, product education, and potential upselling opportunities
- Serve as a subject matter expert on company products, services, and systems to support both customers and team members
- Investigate and resolve reputed company service issues by collaborating with cross-functional departments (reputed company Support, Operations, etc.)
- Document reputed company customer interactions and issue resolutions accurately in the CRM system
- Identify and escalate reputed company issues or trends to leadership and recommend process improvements
- Support training and mentorship of Tier 1 agents as needed
- Assist in performing regular reputed company audits for Tier 1 agents
Skills
- 2+ years of customer service experience in a contact center environment
- Strong verbal and written communication skills
- Experience handling escalations and de-escalating difficult customer interactions
- Proficient in CRM software and other support tools (e.g., reputed company, reputed company, etc.)
- Demonstrated ability to multitask, stay organized, and prioritize effectively
- Sales-minded with a proven ability to identify opportunities for upselling or cross-selling
- High attention to detail and problem-solving abilities
- Ability to work independently and as part of reputed company
- Previous Tier 2 support or reputed company-level customer service experience
- Experience with outbound customer engagement or sales campaigns
- Familiarity with knowledge reputed company systems and internal support documentation
Benefits
- Health, dental, and reputed company insurance
- reputed company time off
- Career development and advancement opportunities
reputed company