Job Title: Customer Service Representative

Location: Pembroke Pines, FL (hybrid)

Job-Type: Direct Hire

Referral Fee: +/- $750

Employment Eligibility: Gravity can only consider US Citizens or Green Card Holders at this time.

Position Overview

Gravity is seeking a Customer Service Representative who will support customers in resolving issues by answering questions, routing calls to the appropriate department, creating tickets, and providing product and service information.

Main Duties/Responsibilities:

• Interact with customers via telephone, email, or online chat to provide support and information on assigned products or services.
• Handle customer inquiries and complaints by directing calls to the appropriate person/department (transferring calls, creating a sales lead, and/or creating a ticket).
• Troubleshoot and resolve product issues, working with account managers and technical teams.
• Ensure that proper actions are taken to address customers' problems and concerns, utilizing knowledge of specific products or services to assist or escalate as needed.
• Assist customers in effectively utilizing SAAS solutions and finding value in the services provided.
• Document and update customer records in CRM systems based on interactions to track inquiries, complaints, and comments.
• Provide information on products and services, as well as updates on returns.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Ability to build rapport with clients.
• Strong organizational skills with the ability to prioritize and multitask.
• Professional and positive demeanor over the phone.
• Excellent written and verbal communication skills.
• Service-oriented with the capability to resolve customer grievances.
• Proficient computer skills and ability to learn new software.

Education and Experience:

• Previous experience in customer service and technical support roles.
• Technology-related experience is a plus.
• Experience with CRM systems (e.g., HubSpot, Salesforce) is a plus.
• High school diploma or equivalent required; a college degree is a plus.
• Customer service experience required.
• Experience with a related product or service preferred.