Customer Service Representative Job at Addison Group in Lexington

Position: Customer Service Representative

Location: Lexington, KY

Pay: $20-25/hr

Contract: 3+ months

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Schedule: Monday–Friday, 9:00 a.m.–6:00 p.m. Hybrid (onsite Monday/Tuesday/Thursday, remote Wednesday/Friday).

We are seeking a Customer Support Specialist to join a growing team. This role is focused on delivering excellent customer service by supporting clients, suppliers, and partners with inquiries, order updates, and platform navigation. The ideal candidate thrives in a fast-paced environment, adapts quickly to change, and is committed to ensuring an exceptional customer experience.

Key Responsibilities

• Provide support to customers and partners through effective communication, troubleshooting, and relationship-building via phone, chat, and email
• Research and resolve issues quickly and accurately, escalating when appropriate
• Monitor and manage the support queue, ensuring accurate ticket documentation and timely responses
• Provide proactive updates to customers and internal teams on ticket status and resolutions
• Collect and communicate customer feedback to internal teams to drive product and process improvements
• Consistently meet or exceed service level standards, including contact center metrics, NPS scores, quality assurance, and adherence to schedule
• Identify and propose alternate solutions to mitigate risk while meeting customer needs
• Proactively raise customer friction points and suggest improvements to enhance the overall experience
• Contribute to team initiatives and organizational goals by supporting company culture and values
• Engage in personal development by completing assigned training and following a growth plan to strengthen skills

Qualifications

• 1–3 years of customer service or client-facing experience, preferably in technology, manufacturing, or SaaS environments
• Strong written and verbal communication skills with the ability to adapt to changing environments
• Familiarity with ticketing or CRM systems (e.g., Zendesk, Salesforce, or similar preferred)
• Ability to prioritize and manage multiple tasks in a fast-paced, evolving environment
• Bachelor’s degree preferred but not required