Remote Customer Service Representative

About the Role

Afni, Inc. is hiring Customer Service & Solutions Advisors to support customers for a leading telecommunications provider. This is a Remote, Full-Time position based in Georgia, paying $16.00/hour with monthly bonus eligibility. You will focus on conversations requiring problem-solving, empathy, judgment, and personalized solutions, after customers may have used automated or AI-assisted support.

Key Responsibilities

• Listen, ask questions, and uncover what customers really need.
• Research and resolve account, billing, service, device, and technical concerns.
• Troubleshoot issues requiring additional support.
• Recommend and sell products, services, upgrades, or additional lines based on customer needs.
• Confidently handle frustrated or challenging customers.
• Help retain customers by finding solutions that address their concerns.
• Navigate multiple systems and resources to resolve customer concerns.
• Work toward established customer experience and performance goals.

Requirements & Tech Stack

• Work at home phone-based customer support environment.
• Distraction-free work space with 4 walls and a door, free from electronics, people, pets, or noise.
• Ability to work scheduled shifts, including occasional overtime based on business needs.
• Company Provided equipment.
• Candidate must have cable or fiber optic internet service provider and the ability to plug equipment directly into a modem (No WiFi).
• Cable or Fiber Internet Service only (no dial-up, DSL, satellite or cellular).
• 25Mbps Download/10Mbps Upload.
• Ping Rate – Less than 100 ms.
• A private workspace with desk/chair where surrounding noise cannot be heard or present during working hours.
• Ability to be on webcam during working hours.

Qualifications

• Six months of customer service experience.
• Previous call center experience is helpful but not required.
• Experience in customer service, retail, hospitality, technical support, telecommunications, or other customer-facing roles can provide valuable transferable skills.
• Must be 18 years of age.
• Must have GED or High School Diploma.
• Must be legally permitted to work in the United States.

Ideal Candidate Profile

• Enjoy helping people and solving problems.
• Communicate confidently and professionally.
• Think critically and ask good questions.
• Comfortable recommending and selling products and services.
• Motivated by goals and results.
• Can remain professional during challenging conversations.
• Comfortable with technology and learning new systems including AI assisted tools.
• Dependable and open to coaching and feedback.