Remote Customer Service Representative

Remote Customer Service Representative – Mass Markets

Mass Markets is a leading business process outsourcing company that delivers tailored solutions to meet the diverse needs of its clients. We are seeking a dedicated, customer‑focused representative to handle inquiries, resolve issues efficiently, and ensure a positive customer experience.

You will be responsible for handling customer inquiries, providing accurate information, resolving issues efficiently, and ensuring a positive customer experience. Excellent communication skills, a problem‑solving mindset, and the ability to thrive in a high‑energy setting are essential.

• Listen to customers, understand their needs, and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade.
• Explain and position products and processes with customers.
• Appropriately escalate customer dissatisfaction with the managerial team.
• Ensure first‑call resolution through problem solving and effective call handling.

• Must be 18 years of age or older.
• High‑school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words min).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow up on customer issues.
• An aptitude for conflict resolution, problem solving, and negotiation.
• Must be customer‑service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

Work in a professional office environment; largely sedentary with requirements to sit/stand for long periods while using a computer and telephone headset. Requires operating a computer, phone, copier, and printer, and occasionally moving objects up to 40 pounds.

• Competitive starting salary based on experience.
• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards via contests (cash bonuses, prizes).
• Health, dental, and vision coverage after 60 days of employment (full‑time); MEC plans after 30 days.
• Retirement savings programs where available.
• Short‑term disability coverage and life insurance.
• Accident and critical illness insurance.
• Career growth opportunities through internal promotions.
• Paid training and skill development.
• Casual dress code.

Mass Markets embraces differences and is committed to a workplace free from discrimination. All employment decisions are based on merit and qualifications, with a zero tolerance policy toward discrimination or harassment. Reasonable accommodations are provided to qualified employees with disabilities.

Complete a full application on our careers page, including screening questions and a brief pre‑employment test. Background and drug screening are required; offers are contingent on results.