We are seeking a highly reliable and customer-focused Customer Service Representatives (CSR) to join our Customer Care team. This role is responsible for managing a high volume of inbound customer interactions across phone and email channels while delivering efficient, empathetic, and solution-oriented support.

The CSR will play a key role in ensuring a positive customer experience by resolving inquiries on first contact whenever possible, accurately documenting all interactions in Salesforce, and maintaining strong product knowledge to support multiple lines of business. This role requires strong attention to detail, the ability to work in a fast-paced environment, and a commitment to meeting strict performance standards and service level expectations.

Key Responsibilities

• Manage high-volume inbound calls and emails, maintaining an average handling time of 300 seconds or less per contact
• Make outbound calls as needed to support customer needs across multiple lines of business
• Demonstrate strong customer advocacy through active listening, empathy, and policy-aligned solutions
• Accurately document all customer interactions, case details, and resolutions in Salesforce and internal systems in real time
• Resolve customer issues on first contact whenever possible to ensure high customer satisfaction
• Follow established escalation pathways to resolve complex or unresolved issues efficiently
• Maintain strong product knowledge to effectively support customer inquiries
• Meet and maintain all KPIs, SLAs, and performance metrics, including response time and service quality standards
• Respond to all customer inquiries within established SLAs, escalating issues when appropriate
• Collaborate with internal teams to ensure timely and effective issue resolution
• Perform additional duties and participate in team initiatives as assigned
• Maintain adherence to work schedules, attendance policies, and operational procedures
• Maintain an expected phone time of approximately 75–100% of each shift

Qualifications & Skills

Important Skills:

• Strong verbal and written communication skills
• High-volume call handling and customer service experience
• Strong empathy, active listening, and customer advocacy skills
• Ability to work efficiently in fast-paced environments
• Strong attention to detail and accuracy in documentation
• Ability to meet strict KPIs and SLAs consistently
• Problem-solving and escalation management skills
• Basic to strong proficiency with CRM systems (e.g., Salesforce)

Ideal Personality & Mindset:

• Customer-first and service-oriented mindset
• Highly dependable and punctual
• Performance-driven and accountable
• Calm under pressure in high-volume environments
• Adaptable and open to feedback
• Team-oriented with strong communication habits
• Self-sufficient with the ability to ramp up within 60 days

Tools & Technologies

• Salesforce (or similar CRM systems)
• Internal customer support platforms
• Email and communication systems

Software requirement:

– Licensed OS

Hardware requirements:

1. 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
2. Private and quiet dedicated home office area
3. Modern computer and operating system
4. Back-ups in case of power or Telco interruptions
5. Good headset and webcam (Preferably noise-canceling headset)

Work Schedule & Environment

• Monday through Friday
• 8:00 AM – 5:00 PM CST
• Remote work environment

Compensation

• $5/hour.
• All raises and bonuses are at the discretion of the client.