Customer Solutions Representative

Customer Solutions Representative (Fully Remote)

Full-Time | Monday-Friday

Are you someone who enjoys helping customers, solving problems, and staying organized in a fast-paced environment? We're looking for a Customer Solutions Representative to join our growing team. In this role, you'll provide exceptional customer support across multiple communication channels while managing several systems at once to ensure every customer receives accurate, timely, and professional service.

This is a fully remote position. Candidates local to the Fall River, MA area will be expected to report to our office on their first day for onboarding and equipment pickup.

Schedule

Regular Schedule (After Training)

• Monday-Friday
• 11:30 AM - 8:00 PM EST
• No weekends

Training Schedule (First 2 Weeks)

• Monday-Friday
• 10:30 AM - 7:00 PM EST

What You'll Do

• Assist customers via phone, email, chat, and internal ticketing systems.
• Process customer orders, updates, and transactions accurately across multiple business systems.
• Research and resolve customer questions while maintaining a high level of professionalism.
• Navigate CRM, order management, and communication platforms simultaneously.
• Collaborate with Logistics, Sales, Accounting, Technical Support, and other internal teams to resolve customer issues.
• Document customer interactions accurately and maintain detailed records.
• Identify customer needs and recommend additional products or services when appropriate.
• Prioritize multiple tasks while meeting productivity, quality, and customer satisfaction goals.
• Escalate complex issues when necessary while taking ownership of customer follow-up.
• Contribute ideas to improve processes and enhance the overall customer experience.

What We're Looking For

• High school diploma or equivalent.
• 2+ years of customer service experience, preferably in a fast-paced, multi-channel environment.
• Excellent verbal and written communication skills.
• Strong computer skills with the ability to quickly learn multiple software systems.
• Experience using CRM platforms, order management systems, or similar business applications is preferred.
• Outstanding attention to detail and accuracy.
• Strong multitasking, organizational, and time management skills.
• Ability to remain calm and professional while managing a high volume of customer interactions.
• Self-motivated with strong problem-solving skills and a positive attitude.

Remote Work Requirements

• A dedicated, quiet workspace that is free from distractions during working hours.
• The ability to work without interruptions from household members, visitors, or other non-work-related activities.
• Reliable high-speed internet capable of supporting video meetings and business systems.
• A professional work environment that allows for confidential customer conversations.
• A headset and the ability to work from a dual-monitor computer setup.

Compensation & Benefits

• Compensation: Starting at $20.00 per hour. The final rate of pay will be determined based on the candidate's experience, skills, qualifications, and internal equity, in accordance with applicable Massachusetts law.
• Full-time, Monday-Friday schedule.
• Fully remote position.
• Competitive benefits package.
• Opportunity to join a collaborative team focused on delivering outstanding customer experiences.

Please Note

This is a customer-facing remote position. Applicants must have a professional, distraction-free home office environment that allows them to work without interruptions during scheduled work hours. Local candidates will report to our Fall River, MA office on their first day for onboarding and equipment pickup. All new hires must be available to attend the two-week training program Monday-Friday from 10:30 AM-7:00 PM EST before transitioning to their regular schedule of 11:30 AM-8:00 PM EST.