Role: Customer Service Representative
Location: Plano, TX (Onsite)
Employment Type: Full-Time
Schedule: 40 hours per week, 5 days per week
Coverage: Monday–Sunday, with shifts scheduled between 6:00 AM and 12:00 AM CT
Position Summary:
We are seeking a Customer Experience Partner to join our customer support team in Plano, Texas. This role combines customer service, technical troubleshooting, problem-solving, and process improvement.
The successful candidate will serve as a key point of contact for customers through phone, email, and chat, helping resolve issues while identifying recurring problems and opportunities to improve the overall customer journey. This individual should be comfortable working with technology and multiple business systems, analyzing support trends, and partnering with internal teams to deliver effective solutions.
Key Responsibilities:
Respond to customer inquiries and service requests through phone, email, and live chat in a professional and timely manner.
Investigate customer problems, perform troubleshooting, determine root causes, and provide appropriate resolutions or next steps.
Monitor recurring customer issues and identify trends that may indicate gaps in products, processes, or support workflows.
Evaluate existing support procedures and recommend improvements that increase efficiency and reduce customer effort.
Identify repetitive manual activities and suggest automation, workflow, or technology-based solutions.
Maintain accurate records of customer conversations, reported issues, troubleshooting steps, resolutions, and required follow-ups.
Work with Product, Engineering, Operations, and other cross-functional teams to resolve complex customer issues.
Use support metrics such as CSAT, ticket volumes, resolution times, phone activity, and chat data to identify opportunities for service improvement.
Navigate multiple applications and systems, including CRM, Zendesk, order management systems, and other customer-support platforms.
Prioritize and manage multiple customer interactions while maintaining accuracy, professionalism, and a high level of customer satisfaction.
Adapt quickly to changing business requirements, support procedures, technologies, and customer needs.
Contribute ideas and recommendations that improve the customer experience and streamline support operations.
Required Qualifications:
Bachelor’s degree in Business Administration, Communications, or a related discipline, or equivalent professional experience.
Experience in customer service, technical support, troubleshooting, root cause analysis, or process improvement.
Strong analytical, critical-thinking, and problem-solving abilities.
Comfortable learning and working with CRM systems, workflow tools, customer-support applications, and other business technologies.
Strong verbal and written communication skills.
Ability to effectively support customers across phone, email, and chat channels.
Excellent attention to detail with strong documentation and organizational skills.
Ability to work independently while also collaborating effectively with cross-functional teams.
Zendesk or comparable CRM/customer-support platform experience is preferred.
Ability to successfully complete a pre-employment background screening.
Preferred Qualifications:
2–4+ years of customer service or customer support experience, particularly within technology-driven, fast-paced, or automation-focused environments.
Experience supporting e-commerce platforms or online customer journeys.
Familiarity with digital imaging, image-editing, or related creative tools.
Working knowledge of Microsoft Excel, Google Sheets, or similar spreadsheet/data tools.
Exposure to automation, artificial intelligence tools, workflow optimization, or operational process improvement.
Experience analyzing customer-support data and using insights to improve service quality and operational efficiency.
Work Schedule & Availability:
This is a 100% on-site position in Plano, Texas.
Candidates must be available for:
40 hours per week
5 working days per week
Scheduling may include Monday through Sunday
Shifts will fall within the 6:00 AM–12:00 AM Central Time operating window
Flexibility to work varying shifts based on business and customer-support requirements
Ideal Candidate:
The ideal candidate is customer-focused, technically comfortable, analytical, and solution-oriented. They should enjoy solving customer problems, identifying the underlying cause of issues, working with different technologies, and finding ways to make support processes faster, simpler, and more effective.
