Call center agent

Primary title: Remote Customer Service Representative About The Opportunity A fast-growing player in outsourced customer experience and contact-center services supporting U.S. consumer and small-business markets. We deliver resolution-first phone and digital support across billing, account servicing, and basic technical inquiries using remote teams and modern CX technology. This role is fully remote (U.S.-based) and focused on delivering high-quality, metrics-driven customer interactions. Role & Responsibilities

• Respond to inbound phone, email, and chat inquiries; troubleshoot and resolve billing, account, and basic technical issues with empathy and accuracy.
• Log and update customer records in the CRM, create and close tickets, and ensure follow-up tasks are completed promptly.
• Achieve performance targets including average handle time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT).
• Escalate complex or high-priority issues to Tier 2 or specialist teams with clear documentation and status updates.
• Support outbound activities such as payment reminders, retention outreach, and scripted retention/upsell opportunities when required.
• Participate in coaching, quality assurance reviews, and continuous-improvement sessions to maintain service standards.

Skills & QualificationsMust-Have

• Zendesk
• Salesforce Service Cloud
• Five9
• Talkdesk
• VoIP platforms
• Microsoft Excel

Preferred

• Bilingual Spanish
• CRM automation (macros/workflows)
• Experience with outbound dialer systems

Additional Qualifications

• High school diploma or equivalent.
• Prior customer service or call-center experience preferred.
• Reliable U.S.-based workspace and ability to work scheduled shifts (including evenings/weekends as required).

Benefits & Culture Highlights

• Fully remote U.S. role with flexible scheduling and paid training.
• Performance-driven recognition, coaching, and clear career progression paths.
• Supportive, metrics-focused culture emphasizing quality, empathy, and continuous improvement.

Keywords: customer service representative, remote, call center, inbound support, outbound dialing, CRM, Zendesk, Salesforce Service Cloud, Five9, Talkdesk, VoIP, CSAT, FCR, AHT. Skills: microsoft excel,zendesk,five9,customer,crm,customer service