Customer Support Associate

About the role

Greene Resources is seeking a Customer Support Associate to join a growing and dynamic team! The Customer Support Associate will provide exceptional support across phone, email, and chat while playing a key role in reengaging past customers and strengthening ongoing customer relationships. This role blends traditional customer service with proactive outreach and special project work designed to reintroduce products and encourage repeat business.

Responsibilities

• Process customer cases according to company policies across multiple systems
• Take and return incoming calls, troubleshooting to resolve customer issues
• Respond to customer emails and chats; schedule follow-up calls as needed
• Enter and maintain accurate customer information, documentation, and case details
• Track and document all customer interactions and follow-up activities
• Reconnect with previous customers who have not ordered recently
• Understand customer needs and reintroduce new or existing products
• Share product updates, promotions, and discount codes
• Support strategic outreach to drive repeat business
• Support broader customer service initiatives and special projects as assigned

Requirements

• 2 years of customer service experience, preferably in a call center environment
• Data entry experience with strong accuracy
• High school diploma required
• Excellent phone presence and communication skills
• Strong multitasking, organization, and problem-solving abilities

Preferred qualifications

• Skilled in utilizing CRM systems (Microsoft Dynamics) to manage customer interactions and streamline workflows
• Proven track record of achieving Service Level Agreements (SLAs)/Key Performance Metrics (KPIs) such as First Resolution, Total cases resolved, above 90% CSAT scores, etc.
• Retail experience, especially eCommerce or catalog/online retail
• Comfort working in fast-paced, team-oriented environments
• Positive attitude, strong energy, and enthusiasm for engaging customers

Pay & schedule

• Pay: $25/hour
• Type: Full-time; contract-to-hire
• Schedule: Monday - Friday, 8:00am to 5:00pm
• Location: Arlington, VA (Fully on-site for training, then hybrid)