Customer Service Representative : 203096

Customer Support Representative

Pay: $20.00/hr - $22.00/hr DOE

Work Arrangement: Remote

Employment Type: Part-time

Schedule: Approximately 20-24 hours per week. Most hours are expected on weekends within 6:00 AM - 8:00 PM AZ/MT. Weekday coverage may include up to four hours within 2:00 PM - 8:00 PM AZ/MT.

Training: Monday-Friday, 7:30 AM-4:00 PM during the first week and possibly the second week of mentoring.

Help a 24/7 customer support center respond to calls, alarms, emails, chats, service requests, and work orders. You'll communicate clearly with callers, document issues accurately, and coordinate follow-up while working across multiple systems. The role is performed from a distraction-free home office. A laptop and other work equipment will be provided.

Key Responsibilities

• Respond professionally to calls, alarms, emails, and chats involving facilities, utilities, municipal services, water and wastewater, sanitation, and related requests.
• Research questions, handle complaints, process requests, and identify issues that need prompt escalation.
• Enter, dispatch, update, and complete work orders; coordinate responses among customers, vendors, and internal teams.
• Write clear emails, chat responses, notes, and call reports while listening and entering information accurately.
• Handle difficult callers with patience and de-escalation skills; complete callbacks and follow up on unresolved issues.
• Support outbound contacts, document recurring trends, and report technical problems or work stoppages.
• Follow support-center procedures for training, attendance, productivity, and scheduled breaks.

Required Qualifications

• High school diploma or GED.
• Two to four years of call-center or customer-service experience, or an equivalent combination of education and experience.
• Strong spoken and written communication, including cohesive emails and notes, sound grammar and spelling, and a clear speaking voice.
• Ability to handle difficult callers, de-escalate concerns, listen and enter data simultaneously, and maintain accuracy in a busy support environment.
• Ability to navigate approximately five to seven databases. Computer skills include MS Office and familiarity with CRM, telephony, and work-order or CMMS systems; the source names Salesforce and Maintenance Connection as examples.
• Professionalism, attention to detail, sound judgment, basic computer troubleshooting, and the ability to work independently without distractions.
• Availability for the expected weekend-heavy coverage and possible weekday hours described above, once exact shifts are confirmed.
• Stable internet service of at least 50 Mbps, a desk large enough for two 25-inch monitors, and an ergonomically correct chair.

Preferred Qualifications

• College coursework or training beyond high school.
• Knowledge of facilities maintenance, utilities, city services, or water/wastewater operations.

Work Authorization: Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of an employment visa at this time.