Offer summary

Qualifications:

High school diploma or equivalent; college degree preferred., 1+ year of customer service or call center experience, preferably in phone-based support., Excellent communication and active listening skills with a professional demeanor., Strong problem-solving skills and familiarity with CRM platforms like Zendesk..

Key responsabilities:

Respond to inbound customer calls with professionalism and empathy.

Make outbound calls to follow up on inquiries and resolve issues.

Document all customer interactions in the CRM system and ensure timely follow-up.

Provide accurate information about products and services while maintaining performance targets.

Job description

This is a remote position.

Job Title: Customer Care Representative – Phone Support Team

Looking for 5 new hires; 8 hours within the client's business hours; depending on the client's needs Monday-Sunday 8:00 AM–6:00 PM Charlotte, NC Time, schedule will be given once hired

Job Summary:

As a Customer Care Representative on the Phone Support Team, you will serve as the first point of contact for our customers via telephone. Your role is to deliver exceptional service by handling inbound calls, making outbound calls including voicemail callbacks, and resolving inquiries efficiently. You’ll ensure each interaction leaves the customer feeling heard, supported, and satisfied.

Key Responsibilities:

Respond to inbound customer calls with professionalism, empathy, and accuracy
Make outbound calls to follow up on customer inquiries, resolve outstanding issues, or return voicemail messages
Document all customer interactions, including call notes and resolutions, in the customer relationship management (CRM) system
Ensure timely follow-up on open cases to maintain a 24-hour response window
Escalate complex or unresolved issues to the appropriate department or team lead
Provide accurate information about products, services, billing, policies, and procedures
Assist with scheduling, account updates, or other tasks as needed during calls
Maintain a strong understanding of company offerings and updates to support customers effectively
Meet or exceed performance targets such as call handling time, resolution rate, and customer satisfaction scores

Requirements

High school diploma or equivalent; college degree preferred
1+ year of customer service or call center experience (phone-based support preferred)
Excellent communication and active listening skills
Empathetic, patient, and professional demeanor
Strong problem-solving skills and attention to detail
Comfortable using CRM platforms (Zendesk) and handling multiple systems during a call
Strong time management skills and ability to prioritize follow-up tasks