Customer Success Rep I - Phoenix, AZ - 4over

Description

Customer Success Representative (CSR)

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. Providing our employees with job training and opportunities for growth, development, and advancement. We take pride in fostering a safe environment for all employees.

Do you love solving problems, making someone's day better, and turning frustration into relief? Are you the type who listens first and finds solutions fast? Then you might be the next superstar on our Customer Success team

We're looking for a Customer Success Representative (CSR) who thrives on delivering top-notch service and building real connections with customers. In this role, you won't just answer questionsyou'll be a trusted guide, a helpful expert, and a vital part of a company that values empathy, initiative, and people-first thinking. Whether it's by phone or virtual chat, you'll bring your communication skills, patience, and positivity to every interaction. If you're passionate about helping others, solving challenges, and being part of a supportive, high-performing teamthis is the opportunity you've been waiting for. Bilingual in English and Spanish is highly desirable.

The Customer Success Representative (CSR) plays a key role in delivering exceptional support and solutions within a contact center environment. This role focuses on building strong customer relationships by actively listening, understanding individual needs, and implementing effective solutions. The CSR is responsible for resolving a wide range of inquiries and issues through customer education, proactive follow-up, and a commitment to creating a positive and professional customer experience.

Schedule: Monday-Friday, eight or more hours per day, five days per week based on business needs. Primary schedule will be 8:30 AM 5:30 PM, or similar. This is an in-person position.

Salary Range: $18 - $19 hourly. Upon successful completion of the Level 1 Certification Test, employees will receive a $1/hour increase to their base pay rate. Compensation commensurate with experience.

At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding.

Essential Duties and Responsibilities include the following:

• Educate and assist customer base on company website, products, and services
• Resolve customer concerns in a quality-oriented way to produce a positive outcome either via telephone, through virtual chat, or a combination of the two
• Provide customer feedback to department for new product and resource development
• Accurately notate and record each customer interaction to ensure all accounts are updated
• Be a knowledgeable point of contact for both new and existing customers
• Handle complex requests with patience, professionalism, and empathy
• Review and resolve situations in a timely manner by identifying customer concerns
• Demonstrate a sense of urgency and dedication to exceed customer expectations and earn customer loyalty through accuracy, efficiency, courtesy, and knowledge
• Listen actively and intently to gain a full understanding of the call; acknowledge key points and ask appropriate questions; interpret verbal cues to identify underlying concerns and motivations
• Complete and process all required tasks
• Regularly perform general housekeeping duties in your work area(s)
• Adhere to all safety policies and protocols and maintain a safe working environment
• Attend all department/company meetings
• Other duties as assigned

For an extensive list of responsibilities, duties and physical demands/work environment please refer to the attached Job Description.

Education, Licenses, Certifications, Experiences:

• High School Diploma or equivalent (GED)
• Previous experience in customer service roles
• Demonstrated history of stable employment
• Bilingual in English and Spanish is highly desirable
• Experience in printing or wide format production preferred

Critical Knowledge, Skills, and Abilities Requirements:

• Self-Motivation & Accountability: Ability to stay focused on tasks, meet deadlines, and produce high-quality work with minimal supervision. Holding oneself accountable for managing workloads, handling responsibilities, and maintaining professional standards.
• Communication Skills: Strong written and verbal communication abilities are vital. Being clear, concise, and professional in emails, messages, and virtual meetings is critical. Active listening, and the ability to interpret and clarify communication effectively. Ability to read and understand corporate policies, job-related documents, and written/verbal instructions in English to ensure effective and compliant job performance.
• Technology Proficiency: Intermediate computer knowledge, ability to type 40+ WPM with accuracy. Basic Office 365 knowledge.
• Time Management: Self-discipline to manage personal and professional tasks, prioritize work, and avoid distractions at home.
• Adaptability and Flexibility: Being adaptable to rapidly changing situations or project pivots without the support of in-person guidance. Comfortable with new tools and technologies, especially when team needs evolve or new platforms are introduced.
• Collaboration and Teamwork: Strong ability to work as part of a virtual team. This includes both synchronous (live meetings, chats) and asynchronous (emails, shared documents) communication. Building rapport with colleagues despite the lack of physical presence, maintaining team cohesion and morale.

4over was founded in February of 2001. What started off as creating business cards and web page designs by a husband and wife, quickly flourished. Since the company was founded, we are now a private equity owned company growing and expanding across many states. Through our 4over Core Attributes, we are committed to meeting and exceeding customer expectations, cultivating and nurturing our relationships, providing excellence and caring for others.

Health and Life Insurance:

• Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
• 4over pays 100% of the employee's premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
• Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment

401(k) Retirement Plan:

• New employees are eligible to enroll the first of the month, following 1 month of employment
• Semi-annual open enrollment (January 1st and July 1st)
• Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
• Immediate Vesting

Holidays and PTO:

• 9 Paid Holidays
• Accumulating PTO to be used after 90-days of continuous and active full-time service

4over is an Equal Opportunity employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.