Customer Service Representative Shared Services - Remote FL

Full-Time

United States
- Florida

Position Location:
Remote – Must live in the state of Florida

Are you a calm, patient listener who enjoys solving problems and helping others? Do your communication skills, empathy, and positive attitude help people feel supported, even on their most stressful days?

At Continuum Global Solutions, we believe in people who aim higher, reach farther, act bold, and stay passionate in everything they do. We are one team with one purpose: to help many by creating meaningful customer experiences, embracing diverse perspectives, and empowering every employee to learn more, take action, and be fully themselves  you are someone who enjoys solving problems, building trust, and making a difference one conversation at a time, this is your opportunity to grow with a company that values compassion, collaboration, integrity, and excellence.

Faneuil, Inc. is a Continuum Global Solutions LLC company based in Hampton, Virginia, that has been providing contact center services to government and public-sector clients in the United States for more than 15 years. Faneuil operates as a separate subsidiary under Continuum Global Solutions, LLC.

This full-time remote position offers paid training, health and wellness benefits, paid time off, and opportunities for professional growth. We are seeking Customer Service Representatives for our Shared Services team who can deliver a calm, positive, and accurate experience to residents and travelers.

In this role, you will be the first point of contact for two key clients: a municipal client's city services line and a major airport client's information line. Residents will call about city services such as police and emergency-related matters, potholes and street repairs, code enforcement, and general city questions. Travelers will call about airlines and flights, baggage claim, lost and found, and TSA rules and airport security.

You will play an important role in making sure every caller gets the right information and the right help.

• Actively listen to callers to understand their concerns, build rapport, and create a positive customer experience
• Address incoming inquiries from residents related to city services, including police and emergency-related calls, Public Works issues, code enforcement, and general city questions
• Provide accurate and timely information to callers about airport services, including flights and airlines, baggage claim, lost and found, and TSA regulations
• Ask the right probing questions, create service requests, and document every call accurately according to procedure
• Transfer and route calls to the appropriate department, agency, or airport headquarters when required
• Follow required scripts and procedures, including approved opening and closing scripts
• Maintain a calm, professional demeanor with all callers, especially in high-stress or urgent situations
• Collaborate with other departments and agencies to resolve complex issues
• Stay informed on changes to city and airport policies, procedures, and services
• Meet or exceed attendance, quality, and performance goals
• Adapt to changing business needs and support additional call types or workflows as needed

• Paid training begins Monday, December 14: 7 days of classroom training and 3 days of nesting, Monday–Friday, 8:00am–4:30pm Eastern
• 100% attendance is required during training and nesting
• Full-time Production Schedule will be Monday–Friday, 7:00am–3:30pm Eastern
• Our center operates 24/7; holidays and occasional weekends may be required based on business needs

• High-speed internet with at least 15 Mbps download speed and 10 Mbps upload speed
• Hard-wired…