Customer Service Representative

We are looking for a customer-focused, empathetic, and solution-oriented Remote Customer Service Representative to join our growing team. In this role, you will be the voice of our company, providing outstanding support to customers via phone, email, and live chat. You will resolve inquiries, troubleshoot issues, and ensure every customer interaction leaves a positive impression. The ideal candidate is a clear communicator who stays calm under pressure, genuinely enjoys helping people, and can work independently in a remote environment.

Key Responsibilities
Customer Support & Issue Resolution
Respond to inbound customer inquiries via phone, email, and live chat in a professional and timely manner
Diagnose customer issues, identify root causes, and provide accurate, effective solutions on the first contact whenever possible
Escalate complex or unresolved issues to senior support staff or the appropriate department, with thorough documentation
Follow up with customers to confirm resolution and ensure satisfaction
Order & Account Management
Assist customers with placing, modifying, or canceling orders, and processing returns and exchanges
Update and maintain customer account information, preferences, and interaction history in the CRM system
Process refunds, credits, and adjustments in accordance with company policy
Product & Service Knowledge
Develop and maintain an up-to-date understanding of all company products, services, policies, and promotions
Educate customers on product features, usage, and best practices to maximize their experience
Provide feedback to internal teams based on recurring customer questions or pain points
Documentation & Reporting
Accurately log all customer interactions, notes, and resolutions in the CRM platform
Track and report on ticket volume, response times, and resolution rates
Contribute to the maintenance and improvement of the internal knowledge base and FAQ documentation
Team Collaboration
Participate in daily or weekly virtual team meetings, training sessions, and one-on-ones with your supervisor
Share insights and best practices with teammates to improve overall team performance
Support team leads with quality assurance reviews and process improvement initiatives when needed

Qualifications
Required
1+ years of experience in a customer service, call center, or client-facing support role
Excellent verbal and written communication skills with a friendly, professional tone
Strong problem-solving abilities and a customer-first mindset
Proficiency with CRM platforms (e.g., Zendesk, Salesforce, Freshdesk, HubSpot) or ability to learn quickly
Comfortable navigating multiple systems simultaneously while assisting customers
Reliable high-speed internet connection, a quiet workspace, and a personal computer meeting minimum requirements
Ability to work independently and stay productive without direct supervision
Preferred
Experience in a fully remote customer service environment
Familiarity with live chat platforms (e.g., Intercom, LiveChat, Drift)
Bilingual or multilingual abilities (Spanish is a strong plus)
Experience with e-commerce, SaaS, financial services, or healthcare customer support
High school diploma required; Associate's or Bachelor's degree preferred

Skills & Competencies
Soft Skills    Technical Skills
Active listening & empathy
Patience & conflict de-escalation
Clear and concise communication
Time management & multitasking
Adaptability under pressure
Positive attitude & resilience    CRM platforms (Zendesk, Salesforce)
Live chat & ticketing systems
Google Workspace / Microsoft 365
VoIP phone systems
Slack, Zoom, or Microsoft Teams
Basic data entry & reporting tools

Performance Metrics
Success in this role will be measured by the following key performance indicators:
Customer Satisfaction Score (CSAT) — target 90% or above
First Contact Resolution Rate (FCR) — target 80% or above
Average Handle Time (AHT) — within team benchmarks
Ticket response time — within 2 business hours for email; immediate for live chat and phone
Quality assurance scores — meeting or exceeding monthly review standards

Work Environment & Schedule
This is a fully remote position. Schedules may include weekday, evening, or weekend shifts depending on team coverage needs. Candidates must be available for a consistent, predictable schedule agreed upon at hire. The company provides an equipment stipend for qualified candidates and covers the cost of required software tools.

Minimum technical requirements: Windows 10 or macOS 11+, 8 GB RAM, wired internet connection with a minimum of 25 Mbps download/10 Mbps upload, and a USB headset.

What We Offer
Competitive hourly or salary compensation based on experience
Comprehensive health, dental, and vision insurance (full-time employees)
401(k) with company match after 90 days
Paid time off, sick leave, and paid company holidays
One-time equipment stipend of up to $300 for eligible hires
Ongoing training and career development opportunities
Clear advancement path to Senior CSR, Team Lead, or QA Analyst roles
Supportive, team-first remote culture with regular virtual engagement events