Call Center Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Phone calls, emails, and live chat are the primary ways this role connects with customers seeking clear product or service information. This Call Center Representative responds directly to questions and service requests, helping customers understand available options and next steps. The role sits within the customer support team, works under a customer service team lead, and supports consistent interactions. It works with customers, support team colleagues, and escalation contacts to keep questions moving toward resolution. This is a fully remote desk-based role for work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through incoming call queues, emails, service tickets, and a live chat such as LiveChat, then identify the purpose of each contact.
• Confirm relevant customer details, listen carefully to the request, and review available product or service information before providing an accurate response.
• Use a CRM such as Pipedrive to locate prior interactions, record contact details, and add clear notes describing actions taken.
• Create and update service tickets in a support platform such as Freshdesk, ensuring each request has an accurate category, status, and summary.
• Answer routine questions using approved resources, explain next steps in plain language, and confirm that the customer understands the information shared.
• Manage incoming and outgoing calls through a contact-center phone system such as Genesys, including callbacks when additional information is needed.
• Follow up with customers on open requests, share available updates, and document each attempted or completed contact in the appropriate system.
• Route specialized questions or unresolved concerns to the customer service team lead or designated support team contact with complete interaction notes.
• Coordinate with support team colleagues to clarify service information, avoid duplicate outreach, and maintain a consistent customer experience across communication channels.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and professional handling of every customer interaction.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred in customer-facing phone, email, chat, or service ticket work.
• Ability to communicate clearly and respectfully with customers while asking focused questions and explaining product or service information.
• Familiarity with a CRM such as Pipedrive, a support platform such as Freshdesk, and a contact-center phone system such as Genesys is preferred.
• Comfort using a live chat such as LiveChat and moving between communication channels while maintaining accurate interaction notes.
• Ability to follow established call flows, use approved resources, and recognize when a question requires escalation to the customer service team lead.
• Sound judgment when prioritizing incoming contacts, open requests, callbacks, and updates that require timely customer communication.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for professional work from home conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting customers from a home-based desk environment.
• Structured onboarding and training on Pipedrive, Freshdesk, Genesys, and LiveChat systems.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in inbound calls, call routing, service ticket updates, customer communication, and escalation awareness.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.