Customer Service Agent – Retail Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist customers and retail teams with inquiries regarding order status, processing, modifications, and cancellations.

• Address membership-related questions, including cards, status, and auto-renewal processes.

• Respond to inquiries related to marketplace orders.

• Conduct research on customer accounts.

• Provide support to retail locations.

• Manage inquiries related to corporate sales.

• Resolve escalated customer issues.

• Create and document a case for each customer interaction.

• Utilize knowledge-base tools and support resources to research answers.

• Engage in certification, progress tracking, and live-call sessions.

• Serve customers during operational hours, 7 days a week, 365 days a year, from 9:00 AM to 9:00 PM ET.

⛳️ Requirements

• Completion of a background check.

• Verification of photo ID.

• A non-refundable Class Confirmation Deposit of $50.

• A Windows 11 computer with all necessary updates installed.

• A hardwired internet connection.

• A hardwired USB headset that provides phone-quality audio and features a noise-cancelling microphone.

• A webcam is required during certification activities.

• Equipment must meet the specified platform standards.

• Conduct a PC scan to ensure equipment readiness.

• Complete mandatory self-study modules.

• Achieve required assessment scores.

• Successfully fulfill live-call certification requirements.

• Participate in necessary progress and live-call sessions.

• Complete the required Security Awareness course and achieve a minimum score of 85%.

• Fulfill required servicing and performance standards.

• Provide at least 2 hours or 4 intervals of service on Saturdays and/or Sundays.

• Maintain a minimum of 10 hours or 20 intervals of service weekly during the Certification SOW.

• Adhere to a commitment rate of 90% or higher.

• Achieve a Quality Assurance score above 90%.

• Maintain an Average Handle Time of approximately 500–700 seconds.

• Exhibit clear and professional communication.

• Be comfortable assisting customers via phone.

• Demonstrate the ability to navigate multiple systems while conducting research.

• Show strong attention to detail.

• Maintain patience in escalated customer situations.

• Follow procedures and workflows consistently.

• Dependability in meeting scheduled servicing commitments.

• Ability to work independently in a professional home workspace.

🏝️ Benefits

• Opportunity for remote work.

• Flexible selection of servicing intervals based on program availability and business needs.

• Comprehensive training and ongoing support.

• Flexibility as an independent contractor.