Remote Customer Service Representative

Join us to co-create solutions for a better future! Job Details

Remote Customer Service Representative

New York, NY

Posted: 9/24/2026

Job Description

Job #: 65030

Job Category:
Customer Service

Position Type:
Contract

Duration: 6 months

Shift: 1

Remaining Positions: 15

Stefanini Group is hiring!

Stefanini is looking for Remote Customer Service Representatives in New York, NY

Open for W2 candidates only!

• Work 100% remotely with the ability to occasionally transition to an office setting if needed for business continuity
• Address: 205 W 39th Street, 4th Floor, New York, NY 10018
• Hours:
  
  Hours range from 32 - 40 per week
• Work up to eight-hour shifts between 9 am and 9 pm, five days a week, including weekends and holidays, to support customer needs across time zones.

The Customer Service Representative (CSR-T) acts as a key liaison between consumers and the company, helping to maintain positive customer relations and uphold a professional brand image. This role handles all inbound contact volume, provides support and resolution for escalated consumer inquiries, manages service recovery and retention efforts, and collaborates with cross-functional teams to optimize processes. Additionally, the CSR offers guidance and support to customers across multiple channels, including phone, email, and chat, while consistently meeting quality standards.

Support will be provided across the following divisions:

• Retail outlet consumers in both the United States and Canada.
• E-commerce consumers
• Wholesale consumers in North America
• Channels may expand in the future based on the consumer's needs.

This role is pivotal in driving customer satisfaction and loyalty, directly impacting the consumer experience by consulting with and assisting customers to resolve a wide range of requests, inquiries, and complaints. Success in this position depends on your ability to resolve customer questions and concerns with efficiency and empathy, actively listening, communicating clearly, and ensuring customer understanding to provide a seamless, world-class customer experience.

As a representative for all company's. brands across North America, you'll be instrumental in building trust and reinforcing brand loyalty with every interaction.

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly.
• Coordinate with other departments such as Store Operations, Risk Management, and Internal Audit to resolve escalated issues that require subject matter expertise beyond the contact center.
• Partner with management team to follow up on escalated cases, ensuring service levels and quality expectations are consistently met.
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques.
• Help new agents refine their problem-solving skills by sharing best practices and assisting with difficult contacts as needed.
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams.
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service.
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction.
• Resolve routine customer requests related to orders, products, returns, and other services as needed.
• Meet department Key Performance Indicators (KPIs) to maintain high standards in service delivery.
• Adhere to PCI standards to ensure secure handling of consumer data across all brands.
• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries.
• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes.
• Utilize multiple databases to research and resolve customer issues and questions.
• Work…