Customer Solutions Representative

Location: Rio Rancho, New Mexico, United States of America; candidates from the United States only

Salary: $40,000–$48,000 USD annually

Company

hirify.global provides technology products and customer support services.

What you will do

• Manage a high-volume inbound customer phone queue and support customers through email.
• Own customer issues from initial contact through resolution or escalation.
• Resolve order-status questions, returns, exchanges, cancellations, credits, tax exemption requests, and other post-order cases.
• Create and maintain accurate CRM case documentation, validate customer entitlement, and monitor cases through completion.
• Partner with Sales, Chat, Escalations, Logistics, and other internal teams to resolve complex customer issues.
• Identify process and quality improvements, lead or participate in improvement projects, and contribute to training materials and procedures.

Requirements

• High school diploma or equivalent; some college coursework is preferred.
• Typically 5+ years of customer service, customer relations, or contact center experience, or an equivalent combination of education and experience.
• Experience in a high-volume inbound phone environment and with complex customer issues, case management, or post-order support.
• Excellent verbal and written communication, problem-solving, critical thinking, organizational, and time-management skills.
• Experience with CRM or case-management systems, Microsoft Office, documented procedures, compliance requirements, and service-level expectations.
• Ability to work independently, collaborate across teams, mentor colleagues, and support process or quality improvements.

Nice to have

• Previous experience mentoring peers, supporting training initiatives, or serving as a subject matter expert.

Culture & Benefits

• Full-time employment with no travel required.
• Health, dental, and vision insurance.
• Long-term and short-term disability insurance, life insurance, employee assistance, and flexible spending account.
• Paid time off, 13 paid holidays, and 4–12 weeks of fully paid parental leave based on tenure.