Customer Service Representative
Position Type: Full-Time | Remote
Working Hours: Must be available to work Hawaii business hours. Shift coverage between 8:00 AM–7:00 PM HST (rotating shifts with overlap).
About the Role
At Pavago, we are hiring for one of our clients seeking a Customer Service Representative who is passionate about helping customers and delivering an exceptional customer experience.
This role focuses on supporting inbound customer inquiries from individuals who are already interested in the company’s products and services. You will handle customer calls, respond to emails and text messages, guide customers through purchasing decisions, and ensure every inquiry receives timely and professional follow-up.
Our client has proudly served Hawaii for over 20 years and has built a strong reputation for quality service. We are looking for someone who communicates clearly, takes ownership of customer interactions, and ensures no customer request is overlooked.
Responsibilities
Customer Support & Communication
- Answer inbound customer phone calls and provide professional assistance.
- Respond promptly to customer emails and text messages.
- Guide customers through product options and purchasing decisions.
- Provide accurate information while creating a positive customer experience.
Sales & Order Support
- Assist customers throughout the buying process.
- Collect customer information and process orders accurately.
- Follow up on customer inquiries until resolution.
- Ensure customer needs are addressed efficiently and professionally.
Customer Experience Management
- Deliver outstanding service across all communication channels.
- Maintain accurate customer records and update CRM systems.
- Coordinate with internal teams to support smooth order fulfillment.
- Meet response-time expectations and service standards.
What Makes You a Perfect Fit
- You enjoy helping customers and creating positive experiences.
- You are highly responsive, dependable, and organized.
- You take ownership of customer requests and follow through consistently.
- You communicate professionally and confidently with customers.
- You are comfortable managing multiple conversations across phone, email, and SMS.
Required Experience & Skills
- Excellent spoken and written English.
- Strong customer service and communication skills.
- Previous experience in customer service, inside sales, or call center environments.
- Comfortable handling inbound customer inquiries.
- Strong organization and follow-up skills.
- Ability to multitask in a fast-paced environment.
- Reliable internet connection and a quiet home office setup.
- Comfortable using technology and customer management systems.
Ideal Experience & Skills
- Experience working with CRM software.
- Background in retail, product sales, or customer support.
- Experience supporting customers in home services, retail, or equipment rental industries.
- Previous remote work experience.
- Experience handling sales-related customer conversations.
Typical Day
- Responding to inbound customer calls, emails, and text messages.
- Understanding customer needs and recommending suitable solutions.
- Processing orders and maintaining accurate records.
- Following up with customers to ensure timely resolution.
- Coordinating with internal teams to support successful order completion.
KPIs
- Customer response time and follow-up completion.
- Customer satisfaction and service quality.
- Accuracy of customer records and order processing.
- Number of inquiries successfully resolved.
- Adherence to communication and service standards.
Interview Process
- Initial screening with Pavago.
- Client interview.
- Final selection and offer.
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