Customer Service Representative

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Full Time Clerical Remote Puerto Rico, PR, PR

3 days ago Requisition

Employment Type: Full-Time

Location: Remote (Puerto Rico)

Operating

Hours:

Monday through Friday, 8:00 AM to 8:00 PM Eastern Time (ET)

Daylight Saving Time

Note:

Puerto Rico does not observe Daylight Saving Time. As a result, the assigned schedule in Puerto Rico may shift approximately twice per year to remain aligned with Eastern Time (ET).

The Customer Services Representative supports service continuity through post-interaction follow-up, coordination of next steps, accurate documentation, and escalation of issues when required. This role requires strong customer service skills, attention to detail, and consistent adherence to defined procedures and documentation standards.

• Conduct post-interaction follow-up to confirm status, resolution, and next steps.
• Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
• Provide clarifications and resource navigation within the defined scope of the role.
• Capture customer feedback and document insights clearly and completely.
• Document all interactions, actions taken, and outcomes in authorized systems.
• Identify unresolved or complex cases and escalation in accordance with established procedures, ensuring full traceability.

• U.S. Citizenship required.
• Advanced English proficiency (CEFR C1 or higher), written and spoken.
• Education: High school diploma or equivalent (4th year completed).
• Prior experience in customer service, contact center operations, case coordination, or similar roles.
• Ability to produce accurate, consistent documentation and work within structured workflows.
• Comfort using systems such as CRM, ticketing tools, or case management platforms.
• Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact).

To meet suitability processing requirements for this role, candidates must have lived in U.S. territory for the last 3–7 years (not required to be consecutive).

This position requires the ability to obtain and maintain a Public Trust determination. Any offer of employment is contingent upon successful completion of the required background check and suitability process.

• Competitive pay
• Paid holidays
• Medical plan
• Paid vacation (PTO)
• Sick leave