Remote Customer Service Representative

Job Description

Join a fully remote customer contact center team providing high-volume support for billing, payments, deliveries, and emergency service inquiries. In this contract role, you handle national inbound calls, deliver exceptional customer service, and help customers resolve issues quickly and accurately during the organizations busiest season.

• Respond to a high volume of inbound customer calls (50+ calls per day, with higher volume during peak season in December, January, and February).

• Handle inquiries related to billing, payments, deliveries, and emergency service needs with professionalism and empathy.

• Listen carefully to customers, demonstrate understanding, and use problem-solving skills to resolve issues and create a positive customer experience.

• Provide accurate information on services, transactions, and account details, ensuring data is entered correctly into the system.

• Use the CX1/Nice phone system and the companys internal systems to manage calls, document interactions, and update customer records.

• Adhere to schedule requirements and maintain productivity standards, including time in queue, call handling, status updates, and overall schedule adherence.

• Maintain office-level professionalism in a remote environment, demonstrating accountability and reliability throughout each shift.

• Participate fully in the training program, including classroom-style learning, presentations, live call listening, software training, and online self-guided modules.

• Complete a nesting period that includes shadowing tenured representatives and reversed shadowing to build confidence and proficiency before moving to your assigned shift.

• Support extended hours during storms and busy periods by being open and flexible to overtime, including weekend work as needed.

• Follow established processes and procedures to ensure consistent, high-quality customer service and compliance with company standards.

• Collaborate with the broader customer service team to share information, elevate issues when appropriate, and contribute to a positive remote work culture.

• Proven customer service experience, ideally in a high-volume call center environment.

• Strong communication skills, with the ability to listen actively and respond with empathy and clarity.

• Demonstrated problem-solving abilities and a genuine passion for creating customer satisfaction.

• Customer service oriented mindset with a focus on delivering a positive experience on every call.

• Ability to work effectively in a remote support environment while maintaining professionalism and accountability.

• Competence using basic office equipment and familiarity with Office 365 applications.

• Comfort working with call center technologies such as CX1/Nice phone systems and internal customer service systems.

• Solid data entry skills with attention to detail and accuracy.

• Capability to manage a high volume of inbound calls and remain organized and calm under pressure.

• Ability to adhere to scheduled shifts and meet productivity metrics monitored by a dedicated performance team.

• Bilingual fluency in Spanish is a plus but not required.

• Experience working remotely in a structured, performance-driven environment is beneficial.

• Familiarity with national customer support operations and seasonal peak workloads is advantageous.

• Comfort participating in classroom-style training, live call listening, software training, and self-guided online learning.

• Willingness to work overtime on weekends and during storms, and to flex hours as business needs require.

• Openness to contract opportunities with potential for future full-time conversion based on performance.

This role is 100% remote and requires you to maintain office-level professionalism from your home workspace. Productivity and schedule adherence are monitored by a dedicated team through metrics such as time in queue, call status, and overall adherence to assigned shifts. Shifts run between 6:00 AM and 8:00 PM EST, and you must be open to working overtime on weekends and during storms to support customers during critical periods.

The position includes a structured training program: two weeks of classroom-style training Monday through Friday from 8:00 AM to 5:00 PM EST, featuring presentations, live call listening, software training, and online self-guided modules, followed by one week of nesting with shadowing and reversed shadowing before moving to…