Responsibilities

As a Customer Response Specialist, you will be responsible for promptly addressing customer inquiries and concerns via various channels, including phone, email, and web messaging, while ensuring a positive customer experience. You will correctly prioritize cases in real-time, manage crisis scenarios, perform incident management responsibilities, manage break/lunch assignments, leverage team members to meet SLAs, promote high NPS, serve as the point of contact for internal customer questions, and answer web messaging conversations and phone calls. Additionally, you will monitor, diagnose, and proactively communicate customer-specific alerts, collaborate with the NOC, Technical Support Engineers, and Engineering teams to manage incidents, and promote effective communication between team members while continuously seeking opportunities to improve established processes and procedures.