Customer Service Representative

Job Description

Position:
Customer Service Representative (English‑speaking $16/hr; bilingual English/Spanish $17/hr) with pay for performance incentives.

We are hiring for two Customer Service roles. Applicants must be able to speak English, and bilingual candidates are also welcome.

• 3 weeks of full‑time, instructor‑led training (Monday‑Friday, 8:00 AM to 4:30 PM).
• Fast‑paced learning environment with daily performance expectations and real‑time feedback.
• Attendance is critical; readiness must be demonstrated before moving to live calls.

• 1 full‑day absence may result in removal from training.
• 3 tardies may result in removal from training.
• 2 early departures may result in removal from training.

• Back‑to‑back inbound calls with limited downtime.
• Strict schedules with adherence expectations; breaks and lunches are timed.
• Multiple systems open at once; speed and accuracy both matter.
• Performance measured daily; quality, call handling time, and attendance impact success.
• Customers may be frustrated or upset; stay professional and follow process under pressure.

• Quality scores based on call accuracy and compliance.
• Call handling time (efficiency matters).
• Schedule adherence (strict adherence to assigned shifts, breaks, and lunches).
• Customer experience and issue resolution.

• Handle a high volume of inbound calls in a structured, fast‑paced environment.
• Navigate multiple systems while speaking with customers in real time.
• Follow specific scripts and verification processes with high accuracy.
• Document every interaction clearly and completely during or immediately after the call.
• Manage difficult or frustrated customers while maintaining professionalism and control.
• Apply SOPs exactly as trained—consistency is critical to quality scores.
• Complete accurate call documentation within required time frames while maintaining call flow.

• Shifts assigned based on business needs.
• Candidates must be flexible to work any shift within operating hours.
• Saturday shifts are required.

• Need a flexible or changing schedule.
• Prefer slow‑paced or unstructured work environments.
• Are uncomfortable being measured on daily performance metrics.
• Struggle with punctuality or strict attendance expectations.
• Prefer roles with extended downtime between tasks.

• Ask questions and apply feedback quickly.
• Improve week over week during training.
• Show reliability in attendance and schedule adherence.
• Remain consistent and committed, even when the role feels challenging.

• High School Diploma.

• At least six months of customer service experience.
• Ability to type notes into customer accounts.
• Good computer skills and ability to work on various platforms.
• Recognize, apply, and explain product or service knowledge.

None.

• Prolonged periods sitting at a desk, typing, and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.
• Communication skills: express ideas, deliver messages, listen actively, and show empathy.
• Teamwork: work collaboratively to achieve common goals.
• Change: accept, embrace, and drive change and innovation.
• Results: meet or exceed goals using agile, efficient, cost‑oriented approach.
• Leadership: build and lead the team toward common results and inspire development.
• Strategic Mindset: anticipate market situations and align with company vision.

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability.

• PTO (Paid Time Off)
• Holiday Pay
• FSA and Supplemental Benefits
• 401(k) plans