Customer Service Representative - Remote

Job Description:Essential Duties and Responsibilities

• Answer 50–70 inbound customer calls per day in a professional and courteous manner.
• Provide accurate information while following approved client scripting and communication standards.
• Demonstrate empathy, professionalism, proper voice tone, and willingness to assist customers.
• Accurately identify and escalate AE/PQC issues within 1 business day.
• Handle customer complaints and escalate through supervisor request processes when needed.
• Manage documentation and data entry tasks including mailbox management and internal systems usage.
• Maintain attendance and phone productivity metrics at 90% or higher.
• Follow all SOPs, CWI guidelines, federal regulations, policies, and procedures.

Minimum Requirements

• High School Diploma or GED required.
• 3–5 years of customer service experience in an inbound call center environment.
• Strong written and verbal communication skills.
• Above average computer and data entry skills.
• Ability to multitask and work in a fast-paced environment.
• Must be available to work EST business hours.

Preferred Qualifications

• Some college education preferred.
• Experience handling escalations and customer complaints preferred.

Critical Skills Needed

• Inbound Call Center Support
• Customer Service
• Escalation Management
• Communication Skills
• Documentation Management
• Multitasking
• Professional Phone Etiquette

Technical Skills

• Computer proficiency
• Data entry accuracy
• Email and mailbox management
• Documentation systems experience

Education

• High School Diploma or equivalent required.
• Some college preferred.