Customer Service Support - Remote Part Time

Customer Service Support - Remote

On-Board Services is hiring for a Customer Service Support position. For immediate consideration, please send your resume to  with the subject line:
Position Title and State you are Located.

About Us:

On-Board Services, Incorporated is an on-site contract service provider for a local manufacturing entity providing full time positions to our employees. We offer benefits as well as 401k.

Position Details:
This is a part-time, work-from-home call center position requiring dedicated home office space and upgraded internet service to support workflow. The Support Center operates 24/7, and employees must be able to work any shift between 12:00 a.m. and 12:59 p.m. The role involves projecting a professional company image through phone, email, and chat interactions, maintaining positive rapport with vendors and client/city employees, and collaborating effectively with a diverse workforce and client base.

Strong communication skills via online platforms such as TEAMS and Salesforce are essential.

• Respond to alarms, answer phones, emails, and chats professionally; provide services related to facilities, cities, water, and sanitation issues.
• Research required information using all available resources.
• Handle and resolve customer complaints, process orders, forms, and applications.
• Identify and escalate priority issues, route calls to appropriate resources.
• Follow up on customer calls, including callbacks to appropriate parties.
• Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity.
• May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client.
• Coordinate responses between vendors and customers; work with internal and external vendors.
• Enter, dispatch, and complete customer work orders via various software systems; escalate issues as needed.
• Record audio announcements for clients to update callers on statuses.
• Utilize translation services when necessary.
• Make outbound calls and follow up on unresolved inquiries using escalation steps.
• Recognize and document trends in customer calls, alert Account Lead or managers of potential issues.
• Notify technical support of system issues; escalate work stoppages as priorities.
• Complete required training within expected time frames.
• Adhere to Support Center guidelines, including scheduled breaks and lunches.
• May be asked to work overtime as needed depending on technical, staffing or client related issues.
• Perform additional duties and projects assigned by the supervisor.

• Strong verbal and written communication skills; clear, pleasant speaking voice.
• Listening skills; ability to navigate multiple databases (5–7).
• Basic to intermediate computer skills (Outlook, Word, Excel).
• Problem analysis and problem-solving; customer service orientation.
• Organizational skills; attention to detail; initiative and judgment.
• Adaptability, teamwork, professionalism, and courtesy.
• Stress tolerance and resilience; maturity and professionalism to work unsupervised in a virtual environment.
• Basic computer troubleshooting.
• Ability to adhere to a set schedule with predetermined breaks and lunch.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• High school diploma or GED required.
• Two to four years of call center/customer service experience or equivalent combination of education and experience.
• Prefer some college coursework or training beyond high school.
• Knowledge of facilities maintenance, utilities, city services, and water/wastewater management is a plus.
• Ability to listen and input data simultaneously.
• Must be able to work in a distraction-free virtual home environment.

• MS Office Applications
• Internet software (e.g., Vonage Telephony phone system)
• Database software (e.g., Salesforce)
• CMMS or equivalent program (e.g., Maintenance Connections)

On-Board was founded in 1976 by Robert L. Wilson to provide Engineering and Design services to the chemical manufacturing industry. Today, On-Board is a thriving privately held family of companies with services including:
Consulting, Professional Engineering, Industrial Maintenance and Facility Management, Contracted Manufacturing and Production Services, as well as Temporary Staffing and Recruiting throughout North America. The On-Board Family of Companies conducts operations through its Corporate…