CSR - Customer Service Representative

Job Description Job Overview Summary

This position supports small businesses as a virtual receptionist by answering calls, scheduling appointments, returning missed calls, and providing high-quality customer service. The role requires strong communication, multitasking, and the ability to navigate multiple systems in a fast-paced, team-oriented environment.

• Monday-Friday 1:00 PM - 6:00 PM
• Various Saturday shifts

• Paid training at $12/hour for 3 weeks, with an increase to $15/hour after training
• $2/hour weekend differential
• Paid birthday off
• Work in-office for the first 3 months to receive hands-on support and ensure success in the role
• After the initial 3 months, opportunity to transition to hybrid, or fully remote work based on performance
• Fast-paced, team-oriented environment supporting small businesses across the U.S. and Canada
• Ongoing growth and advancement opportunities within the company

Required:

• At least 1 year of customer service experience

Preferred:

• Experience in phone-based customer service roles
• Experience interacting with customers in a professional setting
• Experience handling high call volumes or multitasking in a fast-paced environment

• Demonstrates knowledge of customer service principles and professional communication standards.
• Communicates clearly and professionally with callers using strong verbal and listening skills.
• Reads and understands written instructions, schedules, and client-specific procedures.
• Writes clearly and accurately when documenting calls, messages, and customer information.
• Uses computers effectively, including navigating multiple systems and entering data accurately.
• Types at least 45 words per minute with a high level of accuracy.
• Multitasks effectively while managing calls, documenting information, and navigating systems.
• Adapts to a fast-paced environment while remaining reliable, professional, and able to handle challenging situations.

• Answer inbound calls and provide professional, friendly customer interactions as a remote receptionist.
• Return missed calls and follow up with customers in a timely manner.
• Schedule appointments accurately based on client-specific guidelines.
• Provide clear information to callers about services, processes, and next steps.
• Gather, verify, and enter customer information accurately into company systems.
• Document customer interactions, including inquiries, requests, and actions taken.
• Resolve customer concerns when possible and elevate issues when needed.
• Use multiple computer systems to manage calls and complete tasks efficiently in a fast-paced environment.

• Grow Always
  - We’re always learning, improving, and getting better.
• Own It! - We take ownership and follow through.
• All In
  - We show up with heart. We support each other. We go the extra inch and the extra mile.
• Team Trust
  - We choose humility, honesty, and dependability. We build trust - because trust builds everything else.

Jill's Office is a virtual answering service on a mission to answer every call with a smile and give every customer a wow experience. Our vision is to be the connection point between businesses and the people who need them - and our Call Service Representatives make that happen every day.
We live by our values:
Grow Always, Own It, All In, and Team Trust. If you love helping people and want to be part of a team that genuinely has your back, we'd love to meet you.