Customer Care Representative

About the Role

The Customer Care Representative handles customer questions and service tickets within the customer support team, guided by a customer service team lead. This fully remote position allows you to work from home in Texas, United States, providing customer care through desk-based phone and written interactions. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Receive customer questions through incoming calls, emails, and the service ticket queue, reviewing the request before deciding which information or assistance is needed.
• Speak with customers through a contact-center phone system such as Genesys, listen carefully, and restate concerns to confirm a shared understanding.
• Check customer contact information and previous interactions in a CRM such as Salesforce, following established verification steps before discussing account-specific service details.
• Review product descriptions, service instructions, and approved reference materials to provide accurate explanations without making commitments outside the representative's authority.
• Create and update service tickets in a support platform such as Zendesk, recording the question, information checked, response provided, and next action.
• Explain available service options and straightforward next steps in clear language, checking that customers understand what they need to do next.
• Route requests requiring another team's input to the appropriate internal service team, including relevant context so customers do not need to repeat themselves.
• Follow up on open questions when updates are due, confirm progress with the responsible team, and keep customers informed until an answer is available.
• Escalate unresolved concerns, repeated service difficulties, or requests beyond established guidance to the customer service team lead, summarizing actions already taken.
• Close completed tickets after confirming the outcome; quality is judged through response accuracy, turnaround, complete notes, appropriate routing, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care, telephone service, or online customer support experience preferred.
• Basic understanding of customer questions, service tickets, and the importance of providing consistent product or service information.
• Comfort learning a CRM such as Salesforce and a support platform such as Zendesk to review interactions and maintain clear ticket notes.
• Ability to learn a contact-center phone system such as Genesys and move between customer conversations and written service information.
• Clear spoken and written communication, active listening, and a respectful approach when customers are confused or dissatisfied.
• Ability to follow instructions, organize open requests, recognize limits of authority, and ask the team lead for guidance when needed.
• A reliable computer, high-speed internet, and a quiet private workspace, plus 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 Texas, United States.
• Structured onboarding and training on a CRM such as Salesforce, a support platform such as Zendesk, and a contact-center phone system such as Genesys.
• Regular check-ins with the customer service team lead.
• Opportunities to build customer engagement, complaint resolution, product knowledge, and clear written follow-up skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.