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Pavago
Remote Customer Service RepresentativePavago • Arecibo, Puerto Rico
Remote Customer Service Representative

Remote Customer Service Representative

Pavago • Arecibo, Puerto Rico
Hace 4 días
Descripción del trabajo

Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.

This role is focused on:

  • Resolving issues quickly
  • Managing ticket queues efficiently
  • Maintaining strong customer experience

You’ll be the frontline voice of the company, ensuring every customer interaction is:

  • Clear
  • Professional
  • Resolved

What You’ll Own

Customer Support & Issue Resolution

  • Handle 50–100 daily tickets via:
    • Zendesk
    • Freshdesk
    • Salesforce Service Cloud
  • Respond across:
    • Phone
    • Email
    • Live chat
    • Social channels
  • Aim for first-contact resolution whenever possible
  • Escalate complex issues to Tier 2/technical teams

Ticket Management & SLA Ownership

  • Prioritize tickets based on urgency and SLA requirements
  • Maintain complete and accurate case notes
  • Monitor open tickets to ensure timely resolution
  • Keep backlog low and under control

Customer Communication

  • Communicate with empathy and professionalism
  • Ensure customers feel:
    • Heard
    • Understood
    • Supported
  • Handle high-volume workloads without compromising quality

Knowledge Base & Efficiency

  • Update internal knowledge base and FAQs
  • Create and refine:
    • Response templates
    • Macros
  • Improve resolution speed and consistency

Customer Feedback & Insights

  • Capture customer sentiment (CSAT, NPS)
  • Identify recurring issues and trends
  • Share insights with product/support teams

Collaboration & Escalation

  • Work closely with:
    • Product
    • Engineering
    • Operations
  • Ensure smooth resolution of complex cases
  • Provide feedback to improve systems and workflows

Compliance & Quality

  • Follow privacy and compliance standards (GDPR, HIPAA if applicable)
  • Maintain confidentiality of sensitive customer data
  • Ensure quality across all interactions

What Makes You a Strong Fit

  • You are patient, empathetic, and solution-oriented
  • You communicate clearly under pressure
  • You can handle high ticket volumes without losing quality
  • You are organized and disciplined with follow-ups
  • You adapt quickly across tools and workflows

Required Experience & Skills

  • 1–2 years in:
    • Customer support
    • Call center
    • Service roles
  • Experience with ticketing tools like:
    • Zendesk
    • Freshdesk
    • Salesforce Service Cloud
  • Strong typing and multitasking ability
  • Proficiency in:
    • Google Workspace
    • Microsoft Office
  • Excellent written and verbal English communication

Nice to Have

  • Multilingual support capability
  • Experience in:
    • SaaS
    • E-commerce
    • Healthcare
    • Finance
  • Familiarity with KPI-driven environments
  • Exposure to:
    • Chatbots
    • AI support tools

What a Typical Day Looks Like

  • Review and prioritize ticket queue
  • Respond to customer inquiries across channels
  • Resolve issues or escalate when needed
  • Update knowledge base and documentation
  • Capture feedback and identify trends
  • Clear backlog and ensure SLA compliance

In short:
You ensure every customer issue is resolved quickly, clearly, and professionally.

Key Metrics (KPIs)

  • First Contact Resolution (FCR)
  • Average Handle Time (AHT) within SLA
  • CSAT / NPS scores (≥ 90% target)
  • Ticket backlog within SLA limits
  • Quality and consistency of responses

Why This Role Stands Out

  • High-volume, structured support environment
  • Clear KPIs and performance visibility
  • Cross-functional exposure (product, ops, engineering)
  • Opportunity to grow into senior support or CX roles
  • Remote flexibility with defined workflows

Interview Process

  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Task (simulate support tickets)
  • Client Interview
  • Offer & Background Verification

Apply Now

If you:

  • Enjoy helping customers
  • Thrive in fast-paced support environments
  • Can handle high volume with consistency

This role is a strong fit.

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Remote Customer Service Representative • Arecibo, Puerto Rico

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