Call Center Customer Service Representative

Summary

Provide high-quality customer support as a primary point of contact for Alloy Software’s call center channels (phone, email, chat). Resolve routine and moderately complex inquiries using defined procedures, document interactions accurately in the CRM, escalate appropriately, and contribute to customer satisfaction and retention objectives.

Key Responsibilities

• Answer inbound calls and respond to customer inquiries, requests, and complaints promptly and professionally across phone, email, and chat channels.
• Triage and diagnose customer issues using established workflows; perform step-by-step troubleshooting and deliver timely resolutions when possible.
• Log and update customer interactions, case details, and outcomes accurately in the CRM and related support systems.
• Escalate complex or unresolved issues to supervisors, technical teams, or subject-matter experts with clear documentation and recommended next steps.
• Meet individual and team performance metrics, including first response time, average handle time, first contact resolution, and customer satisfaction (CSAT/NPS) targets.
• Adhere to standard operating procedures (SOPs), quality assurance guidelines, and data privacy and security requirements during all customer interactions.
• Participate in team training, coaching, and calibration sessions to maintain service consistency and improve skills.
• Contribute to and maintain the knowledge base by documenting common issues, resolutions, and process improvement suggestions.
• Support periodic outbound activities such as follow-ups, surveys, and account notifications as required.
  
  

Required Qualifications

• Minimum 1 year of customer service or call center experience handling phone and digital support channels.
• Strong verbal and written communication skills with a professional telephone demeanor.
• Familiarity with CRM or customer support platforms and comfort using digital tools and reporting interfaces.
• Demonstrated problem-solving ability and attention to detail when diagnosing and documenting customer interactions.
• Ability to work in a fast-paced environment, follow procedures, and adapt to changing priorities.
• High school diploma or equivalent; additional education or certifications in customer service is a plus.
  
  

Preferred Qualifications

• Experience in software-as-a-service (SaaS), healthcare technology, or B2B customer support environments.
• Familiarity with customer satisfaction methodologies (e.g., CSAT, NPS) and quality assurance frameworks.
• Previous experience using enterprise CRM systems and ticketing platforms within a structured support environment.
• Bilingual language skills relevant to the customer base are a plus.
• Experience working in early-stage or fast-growing organizations and contributing to process improvements.
  
  

About Alloy Software

Alloy Software is a small, entrepreneurial team based in Bloomfield, New Jersey, focused on applying technology to improve healthcare delivery and outcomes. The call center customer service representative will work closely with cross-functional teams to ensure customers receive reliable, high-quality support aligned with company objectives.