The Customer Service Representative is responsible for delivering high-quality, responsive, and empathetic support to Furnished Finder users across multiple channels, including phone, live chat, and email. This role serves as the first point of contact for users, providing accurate information, troubleshooting assistance, and timely resolution to inquiries within established service level agreements. Tier CSRs are key to maintaining customer satisfaction, contributing to a seamless platform experience, and ensuring efficient operational flow by adhering to productivity and quality standards.
Key Responsibilities:
Customer Interaction & Case Management:
Respond promptly to user inquiries via inbound/outbound calls, chat, and email channels.
Manage customer tickets from intake to resolution while ensuring accuracy, professionalism, and empathy in every interaction.
Follow SOPs and knowledge base materials to guide users through standard troubleshooting and support workflows.
SLA & Productivity Compliance:
Meet or exceed individual benchmarks for response time, resolution time, and ticket handling volume.
Ensure cases are resolved within SLA targets and escalated appropriately when necessary.
Balance speed with service quality to maintain high customer satisfaction scores.
Quality Assurance & Continuous Improvement:
Participate in regular QA reviews and implement feedback to improve service consistency and accuracy.
Identify recurring customer pain points and escalate insights to Tier 2, QA, or Team Leads.
Stay informed of product updates, policy changes, and system enhancements to provide current and accurate support.
Documentation & System Use:
Accurately document customer interactions and resolutions in tools.
Use tagging, internal notes, and status updates to maintain clear and complete case histories.
Maintain adherence to internal protocols for tracking customer data, sensitive information, and callback logs.
Team Collaboration & Communication:
Actively participate in team huddles, knowledge sharing sessions, and feedback loops.
Collaborate with peers and team leads to ensure a unified approach to customer support.
Surface potential bugs, abuse cases, or fraud concerns through the appropriate escalation paths.
Qualifications:
English level B2 or higher (spoken and written)
Minimum 6 months of consecutive customer service experience
Comfortable using computers, chat tools, and basic tech platforms
Strong communication, problem-solving, and multitasking skills
High School Diploma or equivalent, preferably Customer service certified
Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.