Provide omnichannel customer support (phone, email, chat, social), resolve complex issues, manage orders/returns/billing in CRM, capture product feedback, and proactively engage customers using empathy, digital tools, and critical thinking.
Customer Service is the frontline of the brand, responsible for the human experience and ensuring every interaction builds value and trust. While automated systems like AI chatbots handle routine tasks, human representatives focus on complex problem-solving and emotional support.
Core Roles & Responsibilities
- Omnichannel Support: Managing customer inquiries across phone, email, live chat, and social media platforms to provide a seamless "channel-less" experience.
- Issue Resolution: Identifying root causes of complaints and providing effective solutions to ensure total satisfaction and prevent churn.
- Product Expertise: Maintaining in-depth knowledge of products or services to provide accurate information and "how-to" guidance.
- Account Management: Processing orders, returns, and billing updates while managing sensitive data in CRM systems like Zendesk or Salesforce.
- Feedback Integration: Collecting customer insights and reporting trends to product and marketing teams to drive long-term business improvements.
- Proactive Outreach: Anticipating customer needs by initiating follow-ups or sharing helpful resources before an issue escalates.
Essential 2026 Skills
- Advanced Empathy: Navigating high-stress situations with emotional intelligence to de-escalate frustrated customers.
- Digital Fluency: Comfort with AI-assisted tools, unified workspaces, and navigating multiple communication platforms simultaneously.
- Critical Thinking: Analyzing complex "puzzles" that require judgment beyond what automated scripts can provide.
Top Skills
Zendesk,Salesforce,Ai Chatbots
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What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
