Customer Service Representative

Company

Description:

Flexday AI delivers efficient, scalable, and quality cloud, artificial intelligence, and machine learning solutions across multiple domains. We are dedicated to helping organizations deploy agile and intelligent solutions that position them as leaders in their industries. Our strength lies in our talented team, which drives innovation and excellence.

Employment Type: Full-time

Experience Level: Entry level / Associate

Location Type: On-site

Location: Gold River, California, United States

Workplace Type: On-site

We are seeking a dedicated Customer Care Representative to join our team and serve as one of our primary points of contact for our valued customers. This role is centered around our dedicated CRM platform, which serves as the central hub for all customer interactions, case management, and workflow execution across the team. Representatives will work within the CRM daily to handle inbound calls, manage escalated inquiries and complaints, document customer interactions, and act as a human-in-the-loop for complex service situations that require personalized attention and resolution.

Training will be provided during the on-boarding phase.

• Handle inbound customer calls professionally and efficiently, with a friendly demeanor, logging each interaction in the CRM from the moment of contact.
• Manage escalated customer inquiries and complaints requiring specialized attention, using CRM case management tools to track issue status, priority, and resolution progress.
• Answer customer questions and provide detailed product/service information, referencing CRM knowledge base resources and customer history.
• Assess customer needs for additional products and services based on account profiles and interaction history within the CRM.
• Provide customer education and guidance regarding our offerings.

• Operate within the CRM platform as the primary workspace for all daily activities, including call handling, case creation, task management, and customer correspondence.
• Process both inbound and outbound calls through the CRM’s integrated dialing tools, including manual dial and automated dialer workflows.
• Create, update, and resolve customer cases and service tickets in the CRM, ensuring accurate categorization, detailed notes, and timely follow-up on open items.
• Enter and process customer orders accurately using the CRM’s order management module, linking orders to the appropriate customer records and cases.
• Verify and update customer demographic information including addresses, phone numbers, and contact preferences directly within CRM profiles to maintain data integrity across the organization.
• Utilize CRM dashboards and queue views to manage personal workload, monitor pending tasks, and ensure no customer interaction goes unresolved.

• Respond to inbound customer calls within SLA parameters to maintain service level agreements.
• Sign and adhere to Service Level Agreement (SLA) requirements as tracked and measured through the CRM.
• Collaborate with extended technical team to provide feedback and suggestions on CRM workflows, automation rules, and proprietary customer support AI powered system enhancements.

• Support customers in following through with service recommendations and requirements, using task reminders and follow-up workflows to ensure nothing is missed.
• Ensure all customer service activities align with company policies and regulatory requirements, with complete documentation maintained in the CRM.
• Maintain detailed, auditable records within the CRM for compliance, quality assurance, and internal reporting purposes.
• Manage and resolve assigned fulfillment tickets by taking appropriate action on each request, including processing coupon mailings, issuing refund checks, and coordinating product shipments.
• Transition to fulfillment operations following the close of daily call center activity (2:00 PM – 3:00 PM PST), supporting the Fulfillment team with end-of-day tasks and daily operational needs.
• Perform hands‑on fulfillment tasks including…