Job Description

As a Customer Support Representative, you'll be on the front line of our customer communications-answering questions, resolving issues, and ensuring every interaction reflects our commitment to outstanding service. You'll work across phone, email, and chat channels to provide support that is timely, empathetic, and solution-focused. This role is perfect for someone who enjoys problem-solving, is confident using modern tech tools, and has a passion for helping others. Key Responsibilities: Customer Interaction & Support Respond promptly and professionally to incoming customer inquiries via phone, email, and chat Resolve product or service issues by clarifying the customer's concerns, determining the cause, and finding the best resolution Provide product knowledge and troubleshooting support to ensure smooth customer experiences Maintain a calm, positive tone-especially in high-pressure or escalated situations Administrative & System Support Accurately document customer interactions, feedback, and resolutions in our CRM system Process returns, exchanges, account changes, and other service-related transactions as needed Assist with order tracking, status updates, and general product or service inquiries Collaboration & Feedback Work closely with other departments (Sales, Operations, Technical Support) to resolve customer issues effectively and efficiently Share customer insights and recurring concerns with internal teams to drive continuous improvement Follow up on open tickets and unresolved issues to ensure timely closure and customer satisfaction What We're Looking For: 1-3 years of experience in a customer-facing support or service role Excellent communication skills-both written and verbal Patient, empathetic, and genuinely passionate about helping people Strong problem-solving abilities and a solution-oriented mindset Comfort using support tools and platforms (e.g., Zendesk, Salesforce, HubSpot, or similar) Organized and detail-oriented, with the ability to manage multiple tasks Reliable, punctual, and proactive with a strong sense of ownership Based in or near Orlando, FL , with availability for full-time work on-site or hybrid Why Join Us? Competitive salary, with room for growth based on performance Comprehensive benefits including health, dental, vision, and paid time off Hybrid work flexibility, depending on experience and performance Supportive, team-focused work culture with a focus on career development Ongoing training and access to tools that help you succeed Fun, inclusive team environment with regular team-building events Our Commitment to Inclusion: We are proud to be an equal opportunity employer that celebrates diversity in all forms. We're committed to creating a welcoming workplace where all individuals feel respected, valued, and empowered to thrive. Ready to be the voice that delivers great experiences to our customers every day? Apply now to join our Orlando-based team as a Customer Support Representative and make an immediate impact. Urban Solutions

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