Customer Service Representative

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Manage incoming customer inquiries related to service, scheduling, billing, account management, and general support.

• Provide precise, prompt, and effective solutions while ensuring a high-quality customer experience.

• Take ownership of customer concerns and prioritize first-contact resolution, satisfaction, and retention.

• Recognize opportunities to upsell pertinent products and services through a consultative approach.

• Offer and arrange Whole Home Inspections for eligible customers.

• Foster and uphold positive customer relationships through professional communication, empathy, and problem-solving skills.

• Utilize CRM systems and other technology platforms to access account details, document interactions, troubleshoot issues, and process requests.

• Collaborate with branch staff and internal support teams to address service, scheduling, and account-related issues.

• Adhere to policies, procedures, quality standards, and performance expectations.

• Maintain precise documentation and efficient call handling.

⛳️ Requirements

• High school diploma or GED is required.

• Basic understanding of company products, services, and customer service processes.

• Excellent verbal, written, and interpersonal communication skills.

• Strong active listening abilities, empathy, and professionalism.

• Capability to identify customer needs, resolve issues, overcome objections, and suggest products and services in a consultative manner.

• Strong problem-solving and critical-thinking abilities.

• Ability to function in a fast-paced, high-volume contact center environment.

• Proficient in navigating multiple computer systems and applications at the same time.

• Capability to achieve customer satisfaction, first-contact resolution, quality, productivity, and sales-related goals.

• Adaptability to changing business requirements, processes, technology, and customer expectations.

• Flexible availability, including evenings, weekends, and holidays.

• Reliable attendance and punctuality.

• Designated, private workspace for remote work.

• Broadband internet connection with a minimum speed of 25 Mbps download and 5 Mbps upload, connectable via Ethernet.

• Distraction-free environment during scheduled work shifts.

• 1–2 years of customer service experience preferred.

• Experience in handling inbound customer inquiries and resolving issues preferred.

• Familiarity with recommending additional products or services and overcoming objections is a plus.

• Computer proficiency and capability to navigate multiple applications.

• Basic knowledge of Microsoft Office, Word, Excel, Google Suite tools, and Windows.

• Experience with CRM or contact center technology is preferred.

• Typing speed of at least 25 words per minute is preferred.

• Ability to quickly learn and adapt to new systems, technologies, and processes.

• Capability to occasionally lift, carry, push, pull, or reposition up to 10 pounds.

• Ability to sit for extended periods and perform repetitive wrist, hand, and finger motions.

• Near-range visual acuity for detailed computer work and documentation tasks.

• Ability to communicate clearly and receive detailed verbal information.

• Must adhere to drug-free workplace policies.

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees with no waiting period.

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance coverage.

• 401(k) retirement plan with company-matching contributions.

• Paid vacation days and sick days.

• Company-paid holidays and floating holidays.

• Numerous opportunities for career advancement.

• Access to training and development programs.

• Tuition reimbursement benefits available for full-time employees.

• Performance incentives may be provided.

• Focused on health, safety, and flexibility in the workplace.

• Option for remote work arrangements.

• Opportunities for both professional and personal growth.