Customer Service Specialist Job at AARATECH, New York, NY

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  • AARATECH
  • New York, NY

Job Description

Job Summary

As a Mid-Senior Customer Service Specialist , you will handle escalated customer inquiries, mentor junior team members, and drive process improvements to enhance customer satisfaction. You’ll leverage your expertise to retain high-value clients and contribute to strategic initiatives that align with business goals.

Key Responsibilities

  1. Customer Support
  • Resolve complex customer issues via phone, email, and live chat (e.g., billing disputes, technical troubleshooting).
  • Manage escalations from junior agents and ensure timely resolution.
  • Maintain a 90%+ customer satisfaction (CSAT) score.
  1. Process Optimization
  • Analyze recurring customer pain points and propose solutions to reduce ticket volume by 20%.
  • Collaborate with cross-functional teams (Sales, Product, IT) to improve service workflows.
  1. Leadership & Mentorship
  • Train and mentor junior customer service representatives.
  • Lead weekly team huddles to share best practices and updates.
  1. Reporting & Insights
  • Track KPIs (response time, resolution rate) and generate weekly performance reports.
  • Use CRM tools (e.g., Salesforce, Zendesk) to monitor customer trends.
  1. Retention & Loyalty
  • Proactively engage high-value clients to reduce churn and upsell services.

Qualifications

Education & Experience

  • Required :
  • 3–5 years of customer service experience, including 1–2 years in a senior/mentorship role.
  • Proficiency in CRM platforms (e.g., Salesforce, HubSpot).
  • Preferred :
  • Bachelor’s degree in Business, Communications, or related field.
  • Certification in customer service (e.g., COPC, CCSP).

Skills

  • Expert-level conflict resolution and de-escalation techniques.
  • Strong analytical skills to interpret customer data and trends.
  • Advanced knowledge of Microsoft Office/Google Workspace.
  • Bilingual in Spanish or another language (a plus for NYC’s diverse clientele).

Why Join Us?

  • Competitive Salary & Benefits : Health/dental insurance, 401(k) match, and PTO.
  • Career Growth : Pathway to Customer Service Manager roles.
  • Hybrid Work : 3 days in-office (NYC), 2 days remote.
  • Perks : Commuter benefits, wellness programs, and team events.

Job Tags

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