Customer Service Representative (Part -Time)

Primary Responsibilities: The Customer Service Representative is responsible for handling daily customer inquiries related to service status, support needs, and general information. This role requires professionalism, clear communication, and the ability to resolve issues efficiently, often at first contact.

Disclaimer: This job may involve the use of personally owned equipment to perform work duties remotely

Skills & Competencies:

• 2+ years of experience in customer service or call center environments
• High School Diploma or equivalent
• Strong verbal and written communication skills
• Proven ability to de-escalate challenging conversations professionally
• Critical thinking and problem-solving skills
• Ability to manage high call volume and multitask in a fast-paced setting
• Detail-oriented and deadline-driven
• Intermediate Microsoft Word, Excel, and PowerPoint skills (advanced preferred)
• Willingness to work a set schedule that may include weekends and holidays
• Reliable transportation for in-office attendance

Essential Job Functions:

• Answer inbound customer calls, emails, and requests in a high-volume call center environment
• Provide accurate information regarding company processes, home availability, and service updates
• Resolve customer issues promptly and professionally, aiming for first-call resolution
• Collaborate with internal departments to meet customer needs
• Maintain accurate documentation of all customer interactions
• Perform other duties as assigned
• Other duties, as assigned by supervisor or leadership team.

Key Metrics & Responsibilities:

• Call Answer Rate: Maintain a minimum 95% inbound call answer rate to ensure availability and responsiveness.
• Call Documentation Accuracy: Log 95% of all customer interactions with complete and accurate notes in the system.
• First Contact Resolution: Resolve at least 90% of customer inquiries during the initial interaction, minimizing the need for follow-up.
• Ticket Resolution Time: Respond to and close 90% of email or callback requests within 48 hours of receipt.
• Quality Assurance: Maintain a QA score of 90% or above based on call evaluations for professionalism, accuracy, and adherence to process.
• Customer Satisfaction (CSAT): Support efforts to improve customer satisfaction by delivering courteous, timely, and solution-oriented service