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