Customer Service Representative

Customer Service Representative
Location and Schedule

• Onsite: 270 North Congress Avenue, Lake Park, Florida
• Schedule: Monday – Friday, 8:30 am to 5:00 pm
• Employment type: Full-time, salary position

About Meta Power Solutions

• Meta Power Solutions is a leader in innovative energy solutions, dedicated to providing exceptional service and support to our customers. We pride ourselves on our commitment to sustainability and cutting-edge technology, ensuring that our clients receive the highest quality products and services.

Job Description

• We are seeking an experienced Customer Service Representative to oversee and enhance our customer support operations. The ideal candidate will have 1+ years of experience in customer service with a demonstrated ability to lead teams, improve processes, and maintain high levels of customer satisfaction in a fast-paced environment.

Key Responsibilities

• Respond to complex customer inquiries and issues; provide product information and service-related guidance.
• Analyze customer feedback and service metrics to identify and implement improvements in service delivery.
• Collaborate with cross-functional teams (sales, engineering, procurement, logistics, and product management) to address complex customer needs.
• Manage and resolve escalated customer complaints, focusing on customer satisfaction and retention; serve as point of contact for high-priority cases.
• Maintain accurate records of customer interactions and transactions in the Salesforce CRM system; ensure data integrity and reporting.
• Monitor, train, and develop team members; identify staffing needs and succession planning.
• Stay current with product knowledge and industry trends to provide informed support to customers.
• Contribute to process improvements, standard operating procedures, and knowledge base updates.
• Assist in setting service level agreements (SLAs) and KPI targets; track performance and implement corrective actions as needed.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 1+ years of experience in customer service, with a track record of leadership or supervisory roles; experience in the energy or technology sector is a plus.
• Salesforce experience is highly desirable.
• Strong leadership, communication, and interpersonal skills; ability to build and coach relationships with customers and team members.
• Proficient in customer service software and Microsoft Office Suite.
• Experience in live chat, social media, and AI tools to enhance the customer service experience.
• Strong problem-solving skills, conflict resolution abilities, and the ability to work under pressure.
• A customer-focused mindset with a passion for delivering exceptional service.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment.
• The chance to make a meaningful impact in the energy sector.