Company Description
Helpware partners with innovative brands to help them scale faster, smarter, and more sustainably. The company combines AI-enabled business process management with dedicated, global teams to drive measurable results in customer experience, technology, and growth marketing. Helpware focuses on aligning the right people, processes, and technology to deliver seamless, high-quality service. Team members join a collaborative environment that values continuous improvement, operational excellence, and long-term client partnerships.
Role Description
This full-time Customer Service Representative role is a hybrid position based in Lexington, KY, with flexibility for some work from home. In this role, you will handle inbound and outbound customer interactions via phone, email, chat, or other channels, providing accurate information and resolving inquiries efficiently. You will document all customer contacts, follow established procedures, and escalate complex issues when needed. Day-to-day responsibilities include maintaining service quality standards, contributing to a positive customer experience, and collaborating with team members and leadership to improve processes and customer satisfaction. You will also participate in training, performance reviews, and feedback sessions to support your ongoing development.
Qualifications
- Demonstrated skills in Customer Service and Customer Support, with the ability to manage inquiries and resolve issues effectively.
- Experience contributing to Customer Satisfaction through timely, accurate, and empathetic communication.
- Ability to enhance Customer Experience by understanding customer needs and delivering consistent, high-quality service.
- Background working as Customer Service Representatives or in similar customer-facing roles is preferred.
- Strong verbal and written communication skills, active listening abilities, and professional phone etiquette.
- Comfort using CRM systems, ticketing tools, and standard office software; willingness to learn new platforms.
- Ability to work in a hybrid environment in Lexington, KY, managing both in-office and remote responsibilities.
- Organizational skills, attention to detail, and reliability in meeting schedules and performance goals.
- High school diploma or equivalent required; post-secondary education or relevant certifications are a plus.
- Previous experience in BPO, contact center, or technology-enabled service environments is beneficial.