Job Description

Remote Customer Support Representative - Evening Shifts

Steven Lacey Concept Solutions

Position Overview

Steven Lacey Concept Solutions is seeking a dedicated Remote Customer Support Representative to join our evening shift team. This position offers the flexibility of working from home while providing exceptional customer service during our extended business hours. The ideal candidate will be a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and live chat during evening hours
• Provide timely and accurate responses to customer questions about products and services
• Troubleshoot technical issues and guide customers through problem resolution
• Document customer interactions and maintain detailed records in our CRM system
• Escalate complex issues to appropriate departments or supervisors when necessary
• Follow up with customers to ensure satisfaction and resolution of their concerns
• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores
• Participate in ongoing training programs to stay current with product knowledge and company policies
• Collaborate with team members and other departments to improve customer experience
• Assist with special projects and administrative tasks as needed

Required Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred
• Minimum 2 years of customer service experience, preferably in a remote environment
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency with computer systems, CRM software, and Microsoft Office Suite
• Reliable high-speed internet connection and quiet home office environment
• Ability to work independently with minimal supervision
• Flexibility to work evening shifts, including some weekends and holidays
• Strong multitasking abilities and time management skills

Preferred Qualifications

• Previous experience with remote customer support tools (Zendesk, Salesforce, etc.)
• Bilingual capabilities (English and Spanish preferred)
• Technical troubleshooting experience
• Previous experience in a similar industry

Schedule & Compensation

• Shift: Evening hours (typically 3:00 PM - 11:00 PM EST)
• Schedule: Monday through Friday with rotating weekend coverage
• Employment Type: Full-time, remote position
• Compensation: Competitive salary commensurate with experience
• Benefits: Health insurance, dental and vision coverage, paid time off, professional development opportunities, and home office stipend

Technical Requirements

• Dedicated home office space with minimal distractions
• High-speed internet connection (minimum 25 Mbps download/upload)
• Computer meeting company specifications (provided or reimbursed)
• Noise-canceling headset
• Backup power source recommended

Company Culture

At Steven Lacey Concept Solutions, we value innovation, integrity, and exceptional customer service. We foster a collaborative remote work environment where team members are empowered to make decisions and contribute to our continued success. We believe in work-life balance and provide the tools and support necessary for our remote team to thrive.

Application Process

To apply, please submit:

• Current resume
• Cover letter highlighting relevant customer service experience
• Three professional references
• Brief explanation of your home office setup

Steven Lacey Concept Solutions is an Equal Opportunity Employer committed to creating an inclusive environment for all employees.

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