Job description

About Us:

Located in the Dallas - Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year! Communication is a critical component for everyday business and it's our company mission to Connect the Modern Workforce! We have taken voice communications to the next level by adding mobility, desktop integration, and messaging to allow businesses, their employees, and now customers to stay in touch at any time in any location, any way they want! But we’re not done yet, there’s still more to accomplish!

As for our amazing team, we are always on the hunt for top talent to join the Cytracom family! We hold our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. We love going to work and think you should too, so let's connect!

Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Here's a closer look at this key role:

As a Customer Service Representative, you will support our UCaaS customers ensuring a best-in-class experience and relationship with Cytracom throughout their lifecycle. You will act as a liaison between our company and our customers, ensuring that their needs are met in a timely and effective manner. The Customer Service Representative’s mission is to increase adoption, and retention, therefore reducing churn to foster promoters of the Cytracom brand.

Responsibilities:

• Actively engaging with customers on generally a reactive basis, and working cross-functionally with other groups to address root causes for dissatisfaction and churn in efforts to improve overall customer experience.
• Managing your ticket and call queue while balancing with your other activities.
• As the voice of Cytracom you are the business services' troubleshooting expert and maintain a detailed understanding of business processes, our products and services, assist customers with questions, and suggest the best products for their needs
• Resolves all nontechnical support product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. If you can't solve you find the right person who can.
• Drive customer retention and help with product adoption by identifying opportunities to better retain customers
• Provide visibility and internal awareness regarding customer health and drivers of attrition to help inform actions across the business
• Continuously look to improve internal processes and workflow to improve customer experience, maximize the efficiency of internal teams, and drive improved results
• Assist in creating training and educational materials for other members of the department

Requirements:

• Proficient in Zendesk and Asana
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving skills.
• Extremely organized individual with attention to detail committed to solving problems and never being a dead end both internally and externally

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years
• 5 years

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Allen, TX 75013: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Service: 4 years (Preferred)

Work Location: In person

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