Job Description
Join Metropolitan Solutions Inc., a premier NYC-based tech firm, and become part of our award-winning customer experience team! We're seeking dynamic Evening Customer Service Specialists to support our global clients during peak hours. This flexible role offers the perfect work-life balance while providing industry-leading training and career growth opportunities. Our Manhattan office features modern amenities, complimentary transit benefits, and a collaborative culture that celebrates diversity and innovation. Whether you're a student, parent, or career-changer, enjoy competitive pay, health benefits eligibility, and the chance to make a tangible impact on client satisfaction.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat during evening shifts (3 PM - 11 PM)
- Resolve technical inquiries and service issues using CRM systems with 95%+ resolution rate
- Document interactions and maintain detailed case histories in Salesforce
- Collaborate with cross-functional teams to escalate complex issues efficiently
- Contribute to process improvement initiatives to enhance customer experience
- Meet monthly KPIs for response time, satisfaction scores, and case resolution
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years customer service experience in high-volume environments
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office
- Exceptional problem-solving skills with calm demeanor under pressure
- Available for consistent evening shifts (minimum 20 hours/week)
- Strong written and verbal communication skills
- Ability to multitask while maintaining attention to detail