Customer Service Specialist Admin (Remote)

About PulseMedia

PulseMedia is a dynamic digital media and marketing organization committed to empowering businesses through cutting-edge digital solutions and unparalleled customer experiences. We recognize that exceptional service and streamlined operations are pivotal to fostering enduring client relationships. As we continue to scale our operations, we are seeking a highly motivated and customer-centric Customer Service Specialist Admin to join our remote team and contribute to our mission of delivering excellence.

Position Overview

The Customer Service Specialist Admin serves as the critical link between customer support and administrative functions, ensuring seamless operations and outstanding service delivery. This hybrid role requires a balance of interpersonal skills and administrative acumen, as you will address customer inquiries while managing essential operational tasks. Your responsibilities will include responding to customer concerns, maintaining accurate records, coordinating internal communications, and supporting various business processes to elevate the overall customer experience. This position is ideal for individuals who thrive in a remote work environment and are passionate about both customer service and organizational efficiency.

Key Responsibilities

Customer Support

• Respond to customer inquiries promptly and professionally via email, live chat, phone, and other communication channels.
• Resolve customer issues by identifying effective solutions and ensuring complete satisfaction.
• Assist customers with account-related inquiries, product or service details, billing concerns, and general support requests.
• Escalate complex or unresolved issues to the appropriate departments for further action.
• Conduct follow-up communications to verify successful issue resolution and maintain customer trust.
• Uphold a positive, professional, and empathetic customer experience in every interaction.

Administrative Duties

• Maintain and update customer records in the company’s CRM and internal databases with precision.
• Process customer documentation, service requests, and administrative forms accurately and efficiently.
• Schedule meetings, appointments, and follow-up calls to support business operations.
• Prepare detailed reports on customer service performance and administrative activities as required.
• Assist with the preparation and organization of onboarding documentation for new clients.
• Organize digital files, maintain records, and ensure data integrity across all systems.
• Support internal teams with administrative coordination, documentation, and process documentation.
• Monitor shared inboxes and distribute inquiries to the appropriate departments for resolution.

Collaboration & Operations

• Coordinate with Sales, Marketing, Finance, and Operations teams to resolve customer issues efficiently and collaboratively.
• Identify opportunities for process improvements to enhance customer satisfaction and operational efficiency.
• Contribute to the maintenance and enhancement of internal knowledge bases and standard operating procedures.
• Participate actively in team meetings, training sessions, and professional development opportunities.

Qualifications

Required

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field is preferred.
• Minimum of 1–2 years of experience in customer service, customer support, administrative assistance, or office administration.
• Exceptional written and verbal communication skills, with a focus on clarity and professionalism.
• Strong organizational abilities and the capacity to multitask effectively in a fast-paced environment.
• Meticulous attention to detail to ensure accuracy in all administrative and customer-related tasks.
• Proven problem-solving and critical-thinking skills to address challenges proactively.
• Ability to work independently while maintaining strong collaboration with remote teams.
• Demonstrated professionalism, positivity, and a customer-focused mindset in all interactions.

Technical Skills

• Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Experience with Google Workspace, including Docs, Sheets, Drive, and Calendar.
• Familiarity with CRM platforms such as Salesforce, HubSpot, Zendesk, Freshdesk, or similar systems.
• Comfortable using video conferencing tools, including Zoom and Microsoft Teams.
• Ability to quickly learn and adapt to new software and systems as needed.

Preferred

• Prior experience in remote customer support or administrative roles.
• Knowledge of digital marketing, media, or technology industries is advantageous.
• Experience with project management or collaboration tools such as Asana, Trello, Monday.com, or ClickUp.
• Strong time management skills and self-motivation in a remote work setting.

What We Offer

• A competitive salary commensurate with experience and industry standards.
• The flexibility to work in a fully remote environment with a supportive and inclusive culture.
• Opportunities for professional growth and career advancement within a forward-thinking organization.
• Access to comprehensive training programs and ongoing development resources.
• A collaborative and innovative work environment that values your contributions.
• Comprehensive benefits package, including health, dental, and vision insurance (where applicable).
• Paid time off and flexible scheduling options to support work-life balance.