Customer Service & Administrative Assistant Job Phoenix Arizona USA,Customer Service/HelpDesk

Job Description & How to Apply Below

Accountabilities:

- Manage all inbound and outbound customer communications across phone, email, SMS, and live chat, ensuring timely and professional responses across multiple franchise locations.
- Handle high daily interaction volumes while maintaining excellent service quality, consistent communication, and minimal response backlogs.
- Coordinate the complete appointment management process, including scheduling, confirmations, rescheduling, reminders, and follow-ups.
- Manage customer inquiries and service‑related requests, ensuring issues are addressed efficiently and escalated when necessary.
- Maintain accurate and up‑to‑date CRM and help desk records, including customer notes, tags, statuses, dispositions, and follow‑up tasks.
- Monitor leads, customer conversations, and pending requests to ensure nothing is missed or left unresolved.
- Provide administrative support for routine franchise operations, helping location managers and owners manage their workloads effectively.
- Handle escalations involving billing questions, customer complaints, franchise‑related matters, and urgent operational situations.
- Follow established Standard Operating Procedures (SOPs) and escalation guidelines while exercising sound judgment in unexpected situations.
- Monitor outstanding appointments, customer interactions, and administrative tasks to ensure consistent execution across all locations.
- Communicate proactively with customers, franchise owners, location managers, and internal teams to maintain smooth operational workflows.
- Contribute to improving customer service processes, administrative organization, and communication efficiency.
- Demonstrate accountability and ownership of daily responsibilities, ensuring reliable execution without requiring constant supervision.

Requirements:

- At least 3 years of professional experience in customer service, customer support, administrative assistance, or another customer‑facing operational role.
- Proven ability to manage 60 or more customer interactions per day for at least six consecutive months , while maintaining service quality and accuracy.
- At least 2 years of hands‑on experience using CRM or help desk platforms such as Zendesk, Hub Spot, Salesforce, Service Titan, or similar systems.
- Demonstrated ability to manage multiple communication channels simultaneously, including phone calls, emails, SMS, and live chat.
- Strong appointment scheduling and administrative coordination skills, with excellent attention to detail and follow‑through.
- Experience maintaining accurate CRM records, managing follow‑up activities, and organizing customer information.
- A proven track record of strong customer service performance, ideally demonstrated through QA scores of 90% or higher and/or CSAT ratings of 4.5/5 or above.
- Alternatively, the ability to successfully complete a high‑standard written communication and audio assessment.
- Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.
- Strong organizational and time‑management abilities, with the capacity to prioritize tasks and manage high workloads without compromising quality.
- Proactive problem‑solving skills and the ability to handle complaints, escalations, and time‑sensitive situations calmly.
- High levels of ownership, reliability, accountability, and independence in daily execution.
- Ability to follow established procedures while applying good judgment when handling complex customer situations.
- Availability to work during overlapping US business hours, with a minimum of 6 hours per day, 5 days per week .
- A professional home office setup and reliable internet connection.
- Willingness to submit an introductory video as part of the…

Customer Service & Administrative Assistant

Job Description & How to Apply Below

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