Role overview

Qualifications

U.S. Citizenship required.
Advanced English proficiency (CEFR C1 or higher), written and spoken.
Education: High school diploma or equivalent (4th year completed).
Prior experience in customer service, contact center operations, case coordination, or similar roles.

Responsibilities

Conduct post-interaction follow-up to confirm status, resolution, and next steps.
Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
Document all interactions, actions taken, and outcomes in authorized systems.
Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability.

Key facts

Remote from: Puerto Rico
Full time
Customer Service Representative (B2B)
English

Hard skills

Escalation Management Internal Documentation Case Competition User Feedback Case Management Tools Microsoft Dynamics CRM Process Management Auditing Shift Scheduling Compliance Management

Other skills

Customer Service
Scheduling
Detail Oriented
Communication

About the company

3500 Square

IT Services & IT Consulting

3500 Square is an experienced IT Solutions, Services and Consulting Service provider. We are proud to be 100% Service Disabled Veteran Owned with 100% Veteran staffing. Our approach to IT solutioning and its inherent service delivery is to make IT simple and cost effective. It is for this reason that our goal is to make IT boring again.

Company details

Company typeStartup

IndustryIT Services & IT Consulting

Company size2 - 10

Links

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Job description

Customer Services Representative (Remote, Puerto Rico | English C1+)

Employment Type: Full-Time
Location: Remote (Puerto Rico)
Operating Hours: Monday through Friday, 8:00 AM to 8:00 PM Eastern Time (ET)
Daylight Saving Time Note: Puerto Rico does not observe Daylight Saving Time. As a result, the assigned schedule in Puerto Rico may shift approximately twice per year to remain aligned with Eastern Time (ET).

Position Summary

The Customer Services Representative supports service continuity through post-interaction follow-up, coordination of next steps, accurate documentation, and escalation of issues when required. This role requires strong customer service skills, attention to detail, and consistent adherence to defined procedures and documentation standards.

Key Responsibilities

Conduct post-interaction follow-up to confirm status, resolution, and next steps.
Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
Provide clarifications and resource navigation within the defined scope of the role.
Capture customer feedback and document insights clearly and completely.
Document all interactions, actions taken, and outcomes in authorized systems.
Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability.

Required Qualifications

U.S. Citizenship required.
Advanced English proficiency (CEFR C1 or higher), written and spoken.
Education: High school diploma or equivalent (4th year completed).
Prior experience in customer service, contact center operations, case coordination, or similar roles.
Ability to produce accurate, consistent documentation and work within structured workflows.
Comfort using systems such as CRM, ticketing tools, or case management platforms.
Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact).

Residency Requirement (Public Trust Pre-Screen)

To meet suitability processing requirements for this role, candidates must have lived in U.S. territory for the last 3–7 years (not required to be consecutive).

Security Requirement (Mandatory)

This position requires the ability to obtain and maintain a Public Trust determination. Any offer of employment is contingent upon successful completion of the required background check and suitability process.

Compensation and Benefits

Competitive pay
Paid holidays
Medical plan
Paid vacation (PTO)
Sick leave

How to Apply

Please submit:

Updated resume
Confirmation of full-time availability within the operating window (including ET alignment schedule changes)
Completion of the English assessment when received
Response to the U.S. citizenship question in the application

Monday to Friday 8:00 am 4:30 pm / 11:30 am - 8:00 pm EST
40

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com

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