Customer Service Associate

Job Description

Job Description

The ideal candidate will have strong experience in professional phone-based engagement, questionnaire administration, quality review, and concierge-level service and a proven ability to deliver accurate data capture, maintain quality standards, and provide a personalized customer experience .

Responsibilities:

• Conduct outbound calls to businesses to complete questionnaires and accompanying scorecards.
• Establish rapport and provide a professional, courteous, and engaging experience.
• Explain the purpose of the questionnaire and guide respondents through required questions.
• Accurately document responses and complete scorecards per guidelines.
• Provide personalized, attentive service during each interaction.
• Use strong communication and active listening to understand and clarify information.
• Follow established call procedures, scripts, workflows, and quality standards.
• Review completed questionnaires and scorecards for accuracy, completeness, and consistency.
• Identify and resolve missing, inconsistent, or unclear information.
• Maintain accurate records of outreach efforts and completed questionnaires.
• Meet productivity, quality, and customer service performance expectations.
• Protect confidential and sensitive business information.
• Collaborate with team members and supervisors to resolve issues and improve processes.
• Adapt to changing priorities while maintaining professionalism.

Required Skills & Qualifications:

• High school diploma or equivalent.
• 1–2 years of customer service experience preferred, such as call center, healthcare, hospitality, or other customer-facing roles.
• Strong verbal communication, active listening, and interpersonal skills.
• Comfortable conducting outbound calls and engaging professionally with businesses.
• Attention to detail with accurate documentation skills.
• Ability to follow instructions, scripts, and defined processes.
• Basic computer proficiency and ability to navigate multiple systems during calls.
• Organizational and time-management skills.
• Professional, dependable, and service-oriented approach.
• Ability to work onsite in San Antonio, Texas.
• Please note this is a 7-day operating schedule. You must be able to work 5 days out of the 7-operating days (7:00 AM–4:00 PM or 4:00 PM–1:00 AM), including weekends as needed.

Preferred Skills:

• Concierge or executive/personal assistant services.
• Premium, bespoke, or white-glove customer service experience.
• Phone-based or chat-based customer support and outbound calling.
• Experience supporting business clients or high-touch customer engagements.
• Testing, quality assurance, quality control, or quality review.
• Experience completing questionnaires, surveys, assessments, or scorecards and reviewing for accuracy.
• Background in hospitality, healthcare, or other service-focused industries.