What are the responsibilities and job description for the Customer Service Specialist - Zendesk Support position at NextPlay Jobs?
Customer Service Specialist – Zendesk Support
Reports to: Manager, Customer Experience
Work Type: Hybrid
FLSA Status: Non-Exempt
Pay: $20–$25/hour (based on experience)
About the Role
Our client in the non-profit industry is hiring a Customer Service Specialist to support members through a fast-paced, service-focused environment. This role is perfect for someone who enjoys helping customers, solving problems, and delivering a smooth support experience across phone, email, and chat channels.
The ideal candidate has experience working in a ticketing or CRM platform such as Zendesk or Salesforce and can confidently manage customer inquiries while maintaining accuracy, professionalism, and empathy.
What You’ll Do
Customer Support & Experience
- Serve as a primary point of contact for customers via phone, email, and live chat
- Respond to questions related to accounts, renewals, payments, and services
- Deliver timely, accurate, and professional support
- Build positive relationships through a customer-first approach
- Troubleshoot issues and escalate complex cases when needed
Ticketing & Account Management
- Manage and update customer records within Zendesk, Salesforce, or similar CRM systems
- Process account updates, renewals, refunds, and payments
- Maintain detailed documentation of customer interactions and case resolutions
- Monitor service queues and meet response time expectations
Team Collaboration & Operations
- Work cross-functionally with internal teams to resolve customer concerns
- Support operational projects and administrative tasks as needed
- Contribute ideas for improving processes and customer experience workflows
Training & Compliance
- Participate in onboarding and ongoing training programs
- Stay up to date on company policies, systems, and procedures
- Ensure compliance with privacy, security, and financial guidelines
What You Bring
Experience & Background
- Associate’s degree or equivalent experience preferred
- 1 year of customer service, support, call center, or member services experience
- Experience using Zendesk, Salesforce, or similar CRM/ticketing systems preferred
- Insurance, association, or membership-based industry experience is a plus
Skills
- Strong communication skills, both written and verbal
- Comfortable handling a high volume of customer interactions
- Strong attention to detail and organizational skills
- Ability to multitask and prioritize in a structured environment
- Professional, empathetic, and solutions-oriented mindset
- Proficient in Microsoft Office including Outlook, Excel, Word, and Teams
Work Environment
- Primarily remote schedule with onboarding requiring additional in-office training
- Remote with in-office requirement approximately 2x per month
- 35-hour work week with staggered shifts covering 8:00 AM – 5:00 PM
- Call center/customer support environment with moderate activity levels
- Occasional overtime during peak periods
Additional Information
- No direct reports
- Equipment and systems provided
- Multiple start dates available in the coming weeks
About NextPlay Jobs
At NextPlay Jobs, we believe great recruiting is personal — not transactional. We connect high-performing talent with companies where they can grow, contribute, and make a real impact.
Salary : $20 - $25