Customer Service Representative :

PAY: $20.00-$22.00/hr DOE

WORK ARRANGEMENT: Remote, full-time work-at-home

SCHEDULE: Monday-Friday, 8:00 AM-4:30 PM

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

This full-time remote customer-service role supports alarms, calls, emails, chats, work orders, and service requests related to facilities, cities, water, sanitation, wastewater, and manufacturing. The role requires professional communication, multi-database navigation, accurate documentation, and independent work from a distraction-free home office. Employees may handle up to 70 inbound calls per day plus a similar volume of outbound calls, emails, and chats.

KEY RESPONSIBILITIES

• Respond to alarms and answer phones, emails, and chats professionally.
• Research information using available resources; handle and resolve complaints; and process orders, forms, and applications.
• Identify and escape priority issues, route calls to appropriate resources, and complete callbacks and follow-up on unresolved inquiries.
• Complete call reports and maintain department standards for attendance, productivity, scheduled breaks, and lunches.
• Support outbound call campaigns or dedicated service assignments as needed.
• Coordinate responses between vendors and customers; work with internal and external vendors.
• Enter, dispatch, and complete customer work orders using various software systems; escape issues as needed.
• Record audio announcements, use translation services when necessary, and document trends in customer calls.
• Notify technical support of system issues and escape work stoppages as priorities.
• Complete required training, work overtime when needed, and perform additional duties assigned by the supervisor.

REQUIRED QUALIFICATIONS

• High school diploma or GED.
• Two to four years of call center/customer service experience, or an equivalent combination of education and experience; skills requirements include at least 24 months in call center, communication, composing correspondence, customer service, data entry, and MS Office Suite.
• Experience in a fast-paced customer-service environment using multiple database systems; ability to navigate approximately 5-7 databases.
• Strong verbal and written communication skills, including cohesive email and note writing, solid grammar and spelling, and a clear, pleasant speaking voice.
• Ability to listen and input data simultaneously.
• Basic to intermediate computer skills, including Outlook, Word, Excel, internet/telephony software, CRM systems such as Salesforce, and CMMS or equivalent systems such as Maintenance Connection.
• Problem analysis and problem-solving skills, customer-service orientation, organization, attention to detail, initiative, and judgment.
• Adaptability, teamwork, professionalism, courtesy, stress tolerance, and resilience.
• Basic computer troubleshooting skills.
• Maturity and professionalism to work unsupervised in a virtual environment without distractions.
• Ability to work any assigned schedule in a 24/7 operation, including weekends, 2nd or 3rd shifts, possible 4x10 schedules, and overtime as needed.
• Stable and consistent internet service of at least 50 Mbps; satellite service is acceptable.
• Dedicated home-office space with a desk large enough for two 25-inch monitors and an ergonomically correct chair.

PREFERRED QUALIFICATIONS

• Some college coursework or training beyond high school.
• Knowledge of facilities maintenance, utilities, city services, and water/wastewater management.

WORK AUTHORIZATION

Sponsorship is not available. Candidates must be authorized to work in the United States without sponsorship.

#CustomerService #CallCenter #RemoteJobs #WorkFromHome #CustomerSupport #ChatSupport #CRM #AdministrativeJobs