Customer Service Representative

**About Us** Clearoute Inc. is a professional services company that helps businesses grow through various offerings, including branding, marketing, web development, and consulting. We have been in the industry for over 25 years, establishing ourselves as a trusted growth partner. We pride ourselves on innovative solutions, effective communication, and rigorous planning to ensure our client's requirements are met in a timely and effective manner. We are seeking a compassionate, detail\-oriented, and proactive **Customer Service Representative** to join our team. In this role, you will serve as a key point of contact for our **customers and charity clients** , providing exceptional support across multiple communication channels including **SMS, social media, WhatsApp, and email** . The ideal candidate is highly responsive, organized, and comfortable managing a high volume of inbound inquiries across modern messaging platforms. This person should be able to communicate professionally, resolve issues with empathy and accuracy, and create a positive experience for every customer or client interaction. From time to time, this role may also support **sales\-related conversations** , helping guide interested individuals toward the right services or next steps. Experience in **non\-profit, charitable organizations, financial services, or telecommunications** is highly valued. Familiarity with platforms such as **Zendesk/ Freshdesk, Bloomerang CRM, Tatango, Mailchimp, Klaviyo, and SleekFlow for WhatsApp** is considered a strong asset. **Key Responsibilities** * Respond promptly and professionally to customer and charity client inquiries across **SMS, email, social media, and WhatsApp** * Manage and respond to messages received through communication and support platforms, ensuring timely and accurate follow\-up * Use tools such as **Freshdesk** , **Tatango** , and **SleekFlow** to manage conversations and support requests * Handle sensitive customer requests, including refunds, cancellations, account updates, and service\-related concerns, with empathy and professionalism * Maintain accurate records and update customer or client information in CRM systems such as **Bloomerang** * Take full ownership of inquiries, provide clear updates, and ensure issues are resolved efficiently * Support customer retention and relationship\-building efforts through high\-quality service * Assist with outbound follow\-up and **sales\-related support** when needed * Review and support email campaigns using **Mailchimp** or **Klaviyo** where applicable * Document interactions, track trends, and escalate complex matters appropriately * Share recurring feedback and service trends with internal teams to help improve processes and customer experience * Perform administrative and service\-related tasks as assigned **Qualifications** * Previous experience in **customer service, client support, account support, or a related role** * Experience working in **non\-profit, charity, financial services, or telecommunications** environments is strongly preferred * Strong verbal and written communication skills * Excellent interpersonal skills with a strong customer\-first mindset * Proven ability to manage and respond to inquiries across multiple channels, including **SMS, social media, and WhatsApp** * Strong attention to detail, organization, and ability to multitask in a fast\-paced environment * Ability to take ownership of inquiries and provide timely, professional follow\-up * Comfortable using CRM systems, support tools, and digital communication platforms * Proficiency with **Microsoft Office** and/or **Google Workspace** **Preferred Qualifications** * Experience using **Zendesk/Freshdesk** for ticket and email management * Hands\-on experience with **Bloomerang CRM** * Familiarity with **Tatango** for SMS communications * Experience using **SleekFlow** for **WhatsApp communication management** * Experience with **Mailchimp** or **Klaviyo** * Background supporting customer communications in high\-volume service environments * Exposure to basic **sales support** or converting inbound inquiries into service opportunities