Customer Service Representative

Job Title: Customer Service Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Phone calls, emails, and live chat are how this customer service role connects with customers who need clear answers and practical next steps. The representative explains service information, responds to questions, and keeps customers informed so requests move toward resolution. This position sits within the customer support team and works under a customer service team lead. It works with customers, fellow representatives, and internal service contacts to clarify issues and coordinate responses. This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through assigned phone, email, and chat queues, identifying the request and checking existing service tickets before responding.
• Handle incoming calls through a Contact-center phone system such as Genesys, using a courteous greeting and confirming the customer's reason for contacting support.
• Review customer history in a CRM such as Zoho CRM, verify relevant account information through approved procedures, and record factual interaction notes.
• Create and update service tickets in a Support platform such as Salesforce Service Cloud, selecting accurate categories and recording the question, action taken, and next step.
• Respond through a Live chat such as Intercom, asking focused questions and sharing clear product or service information without making unsupported promises.
• Consult approved reference materials to explain service features, account navigation, and routine request steps in language the customer can understand.
• Resolve routine questions within established guidance, checking that the proposed answer addresses the customer's original concern before closing the conversation.
• Escalate unresolved requests, repeated service issues, or situations outside available guidance to the customer service team lead with concise supporting notes.
• Follow up on open tickets when updates are due, coordinate with internal service contacts, and explain any outstanding steps to customers.
• Maintain quality through accurate answers, timely turnaround, complete notes, and consistent follow-up, using team lead feedback to improve future customer interactions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer support, contact center, or online service experience preferred.
• Ability to understand product or service information and apply written guidance to common customer questions.
• Familiarity with CRM tools, support platforms, chat queues, and contact-center phone systems preferred; willingness to learn the example systems described above.
• Clear spoken and written communication, including professional phone etiquette, readable email replies, and concise chat responses.
• Active listening skills and patience when clarifying concerns, explaining next steps, and responding to frustrated customers.
• Ability to organize open requests, enter accurate notes, and recognize when a question needs team lead review.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named example CRM, support platform, live chat, and contact-center phone systems.
• Regular check-ins with the customer service team lead for guidance, questions, and feedback.
• Opportunities to build customer communication, ticket handling, service knowledge, and follow-up skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.