Customer Service Representative

This is a fully remote position, open to applicants in Puerto Rico.

📋 Description

• Perform follow-up actions after interactions to verify status, resolution, and subsequent steps.

• Organize appointments, manage rescheduling, and recover any missed appointments as necessary.

• Offer clarifications and assist with resource navigation within the established parameters of the role.

• Gather customer feedback and accurately document insights in a clear and comprehensive manner.

• Record all interactions, actions undertaken, and results in the designated systems.

• Recognize unresolved or intricate cases and escalate them according to set protocols, ensuring complete traceability.

⛳️ Requirements

• U.S. Citizenship is mandatory.

• Proficient in English at an advanced level (CEFR C1 or higher), both written and spoken.

• Educational background: High school diploma or equivalent (completion of 4th year).

• Previous experience in customer service, contact center operations, case coordination, or related positions.

• Capable of producing precise and consistent documentation while operating within structured workflows.

• Comfortable utilizing systems such as CRM, ticketing tools, or case management platforms.

• Must be available to work designated shifts within the operational window and accommodate schedule changes related to Eastern Time alignment (including Daylight Saving Time adjustments).

• Candidates should have resided in U.S. territory for the past 3–7 years (not necessarily consecutively).

• This role requires the ability to obtain and maintain a Public Trust determination.

🏝️ Benefits

• Competitive salary.

• Paid holidays.

• Medical coverage.

• Paid time off (PTO).

• Sick leave.