Call Center Representative

About the Role

This is a fully remote, desk-based role for work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Receive customer questions through incoming call queues, emails, service tickets, and live chat (e.g., LiveChat), then identify the purpose of each contact.
• Confirm relevant customer details, listen carefully to the request, and review available product or service information before providing an accurate response.
• Use a CRM (e.g., Pipedrive) to locate prior interactions, record contact details, and add clear notes describing actions taken.
• Create and update service tickets in a support platform (e.g., Freshdesk), ensuring each request has an accurate category, status, and summary.
• Answer routine questions using approved resources, explain next steps in plain language, and confirm that the customer understands the information shared.
• Manage incoming and outgoing calls through a contact-center phone system (e.g., Genesys), including callbacks when additional information is needed.
• Follow up with customers on open requests, share available updates, and document each attempted or completed contact in the appropriate system.
• Route specialized questions or unresolved concerns to the customer service team lead or designated support team contact with complete interaction notes.
• Coordinate with support team colleagues to clarify service information, avoid duplicate outreach, and maintain a consistent customer experience across communication channels.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and professional handling of every customer interaction.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred in customer-facing phone, email, chat, or service ticket work.
• Ability to communicate clearly and respectfully with customers while asking focused questions and explaining product or service information.
• Familiarity with a CRM (e.g., Pipedrive), a support platform (e.g., Freshdesk), and a contact-center phone system (e.g., Genesys) is preferred.
• Comfort using a live chat (e.g., LiveChat) and moving between communication channels while maintaining accurate interaction notes.
• Ability to follow established call flows, use approved resources, and recognize when a question requires escalation to the customer service team lead.
• Sound judgment when prioritizing incoming contacts, open requests, callbacks, and updates that require timely customer communication.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for professional work from home conversations.
• 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 supporting customers from a home-based desk environment.
• Structured onboarding and training on Pipedrive, Freshdesk, Genesys, and LiveChat systems.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in inbound calls, call routing, service ticket updates, customer communication, and escalation awareness.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.