We're hiring a Customer Service Representative to join our support team in New York. You'd be the first person our customers talk to when something isn't working, when they have a billing question, or when they just need a hand figuring out an order. Most of the day is phone and email, with some live chat mixed in.
This is a good fit if you like solving problems for people and can stay calm when the person on the other end of the line is having a bad day. You don't need a call center background. We care more about how you treat people than where you've worked before.
LionByte is a IT company based in New York. The support team is 12 people right now, and we're adding three more this quarter because call volume has grown faster than we expected.
What you'll do
• Answer incoming calls, emails, and chats from customers. A typical day is 30 to 40 contacts.
• Help with orders, returns, billing questions, account changes, and basic product troubleshooting.
• Log every interaction in Zendesk so the next person who picks up the ticket has the full story.
• Escalate anything you can't solve to the right team, then follow up until the customer actually has an answer.
• Notice patterns. If five people call about the same thing before lunch, flag it to your lead.
• Keep up with product and policy changes so the information you give out is right.
• Pitch in on team projects now and then, like updating help articles or testing a new phone script.
What we're looking for
• High school diploma or GED.
• At least one year of customer-facing work. Retail, food service, hospitality, and call center experience all count.
• Clear, friendly communication on the phone and in writing. You'll be typing a lot of emails, so spelling and tone matter.
• Comfortable typing while you talk and switching between a few programs at once.
• Patience. Some calls are hard, and we need people who can stay steady and not take it personally.
• Reliable attendance. Customers are counting on someone picking up.
• Authorized to work in the United States.
Nice to have
None of these are required. If you have them, mention it.
• Experience with Zendesk, Salesforce, Freshdesk, or a similar ticketing system.
• Fluency in Spanish. We pay a $1.00 per hour differential for bilingual reps.
• Background in IT, or as a customer of ours.
• Some college coursework or an associate degree.
Pay, schedule and benefits
Pay starts between $18 and $22 an hour depending on experience, with a review after 90 days and once a year after that. This is a non-exempt role, so overtime is paid at time and a half when we need it.