Customer Service Specialist - Orlando, FL

Job Description
We are looking for energetic individuals who have an interest in providing our clients' customers with excellent customer service support from our secure office in Orlando, FL.

We aim to delight every customer every day. As a Customer Care Representative, you'll play a key role in helping customers achieve their goals-whether it's finding the perfect product, resolving an issue, or ensuring a smooth order process. You'll use your empathy, resourcefulness, and problem-solving skills to deliver exceptional service that leaves a lasting impression. If you thrive on making customers successful and are motivated to turn challenges into wins, we'd love to hear from you.

What You'll Do:

• Be a trusted resource for customers, assisting them via phone, email, and live chat with product selection, order questions, and everything in between

• Use active listening and genuine curiosity to understand customers' needs and challenges, and then recommend solutions that exceed expectations

• Approach customer interactions with a "How can I make this easy for the customer?" mindset, removing the burden of extra work from the customer and inspiring confidence

• Communicate clearly with other departments to ensure timely order processing and delivery

• Meet established performance metrics and continually set goals for professional growth

• Maintain accurate and detailed records of customer interactions to keep things streamlined and efficient

• Identify opportunities to enhance the customer experience through thoughtful upselling, cross-selling, or problem-solving

• Stay informed on product offerings, promotions, and industry trends so you can offer the best guidance to our customers

• Contribute to projects and other tasks as needed to support company growth

Who You Are
:

• Someone who truly gets excited about making customers happy through understanding and solving their problems

• A problem-solver who is motivated to find solutions and create positive outcomes

• A great communicator who can connect, empathize, and build trust with customers

• A great listener who can connect with customers and understand their needs

• Organized and detail-oriented, ensuring every customer's request is handled effectively

• Energetic, adaptable, and excited to learn and grow in a fast-paced environment

What You Bring
:

• High school diploma or equivalent; some college coursework is a plus

• Prior customer service experience is ideal, but we're happy to train the right candidate

• Strong communication, interpersonal, and decision-making skills

• A proactive, positive attitude with a focus on solutions and customer satisfaction

• Ability to multitask and prioritize in a fast-paced environment

• Comfort with technology: experience with Google Workspace and CRM systems is a bonus

• Ability to type at a minimum 40 WPM

Why Join Us?

At XACT you'll have the chance to directly impact customers' success and be part of a team that values collaboration, growth, and great service. You'll help customers feel confident in their choices-and help them look like the hero of their organization.

Requirements

Physical Requirements
:

• Ability to remain in a stationary position for prolonged periods while working at a computer

• Ability to communicate effectively with customers over the phone and via email or live chat

• Must be able to perform repetitive tasks, such as typing, with attention to detail

Technical Requirements
:

• High-speed DSL or cable connection, rated at least 10 MB download speed and 2 MB upload speed

• Dedicated home office space, which is free from distraction and with a door that can be closed and locked. We will ask you to provide a picture of this space. Your workspace must be a dedicated working environment that is used exclusively by you

• A personal desktop computer running Windows 10 or higher, with 8 GB of RAM (Windows 11 must have a Core i3 processor, or better; Windows 10 must have Dual Core Processor 2.0 GHz, or better). Laptops are not eligible for the work-at-home agent program

• A 19" flat panel monitor (minimum), multiple displays recommended and preferred

• A webcam, for training, compliance and collaboration purposes

• A wired network…