Remote Call Center Representative

Remote Call Center Representative

We're hiring a Remote Call Center Representative for a full-time, work-from-home position supporting a 24/7 Support Center handling facilities, utilities, water, and sanitation-related customer service. This role requires a dedicated home office space and upgraded internet service.

Employees must be able to work any shift between 12:00 a.m. and 12:59 p.m.

Pay: $20.00- $22.00 per hour DOE

What You'll Do

• Respond to alarms, phones, emails, and chats professionally regarding facilities, water, and sanitation issues
• Research information using all available resources
• Handle and resolve customer complaints; process orders, forms, and applications
• Identify and escalate priority issues; route calls to appropriate resources
• Follow up on customer calls, including callbacks
• Complete call reports and maintain department standards for attendance and productivity
• Work outbound call campaigns or serve as a dedicated agent for specific clients
• Coordinate responses between vendors and customers
• Enter, dispatch, and complete customer work orders via various software systems
• Record audio announcements and utilize translation services when necessary
• Recognize and document trends in customer calls; alert leadership of potential issues
• Notify technical support of system issues and escalate work stoppages
• Complete required training within expected timeframes
• Adhere to Support Center guidelines, including scheduled breaks and shifts
• Work overtime as needed based on technical, staffing, or client needs

What You Bring

• High school diploma or GED required
• 24 years of call center/customer service experience (or equivalent combination of education and experience)
• Strong verbal and written communication skills; clear, pleasant speaking voice
• Ability to navigate multiple databases (57)
• Basic to intermediate computer skills (Outlook, Word, Excel)
• Strong problem analysis and problem-solving skills; customer service orientation
• Excellent organizational skills and attention to detail
• Adaptability, teamwork, professionalism, and courtesy
• Stress tolerance and the maturity to work unsupervised in a virtual environment
• Basic computer troubleshooting skills
• Ability to adhere to a set schedule with predetermined breaks
• A distraction-free virtual home work environment

Preferred Qualifications

• Some college coursework or training beyond high school
• Knowledge of facilities maintenance, utilities, city services, and/or water/wastewater management
• Experience with Salesforce, Vonage Telephony, or CMMS platforms (e.g., Maintenance Connection)