Customer Service Representative

Our client, a fast-growing consumer brand with a U.S.-based distributed workforce, is hiring a full-time Customer Service Representative to join their remote support team. This work-from-home role offers a structured 40-hour week with shift flexibility and full paid onboarding for new hires.

The position centers on handling inbound customer inquiries across phone, email, and live chat. The representative will partner with the broader support and operations teams to resolve order, billing, and account questions while keeping every interaction documented in the company's helpdesk platform.

The ideal candidate brings prior customer-facing experience, strong written and verbal communication skills, and the composure to stay solution-focused during busy periods. This is a permanent, full-time position with benefits — not a contract, seasonal, or per-call engagement. No college degree is required.

Responsibilities

• Handle incoming customer questions across phone, chat, and email channels with professionalism and empathy
• Troubleshoot account, billing, shipping, return, and refund concerns and bring them to a clear resolution
• Maintain accurate interaction records in the company's helpdesk platform such as Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk
• Process changes, cancellations, and replacements on customer orders with careful attention to detail
• Route complex or sensitive cases to senior support staff or other internal teams as appropriate
• Surface recurring issues and customer feedback to product, operations, and leadership stakeholders
• Hit performance benchmarks tied to first-response time, resolution rate, and customer satisfaction scores
• Stay current on product changes, ongoing promotions, and policy updates to deliver accurate information
• Contribute to internal knowledge base articles, FAQs, and workflow improvements
• Assist with onboarding newer team members and participate in team-wide initiatives over time

Requirements

• 1 or more years of experience in customer service, customer support, retail, hospitality, or a contact center role
• Strong written and verbal communication skills with a customer-first mindset
• Demonstrated ability to remain composed and solution-focused during difficult conversations
• Working proficiency with CRM or helpdesk software and standard productivity tools such as Google Workspace, Slack, and Microsoft Office
• Reliable high-speed home internet connection and a quiet workspace suitable for taking calls
• Flexibility to cover varied shifts, including occasional evenings or weekends
• Self-directed work style with the discipline to stay productive in a fully remote setting
• High school diploma or equivalent required; associate's or bachelor's degree a plus
• Bilingual English and Spanish skills are a plus and may qualify for additional pay

Benefits

• Annual base salary between $55,000 and $72,000 based on experience, plus quarterly performance bonuses up to $2,000
• Fully remote schedule with flexible shift options
• Medical, dental, and vision coverage with 100% of employee premiums covered
• 20 days of paid time off, separate paid sick leave, and 12 paid holidays each year
• 401(k) retirement plan with a 4% company match after one year of service
• $1,500 yearly stipend for professional development and continuing education
• $1,000 home office setup allowance plus monthly internet and phone reimbursement
• Paid parental leave and ongoing mental health support resources
• Defined growth track into Senior Representative, Team Lead, QA, and Customer Success positions
• Employee discount program and additional wellness benefits

Job Type: Full-Time | Work Type: Remote | Industry: Customer Service | Experience: Entry