Customer Service Representative

Overview

The primary role of the remote Customer Service Representative (CSR) is to provide customer assistance on a wide array of topics including but not limited to: general inquiries, product and service inquiries, billing questions, and other concerns.

Responsibilities:

• Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service and diagnosing customer needs and concerns
• Handle difficult customer calls in a courteous and professional manner. Managing 40–50 calls/day
• Correctly enter information into our Customer Relationship Management (CRM) system according to the customer’s needs and/or concerns
• Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities
• Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls
• Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio
• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers

Experience:

• High school diploma, GED, or equivalent work experience
• Minimum of 1-year previous customer service and/or call center experience
  • Previous experience with live chat and/or customer retention is a plus but not required
• Ability to thrive in a fast-paced environment
• Ability to display business maturity at all times and work efficiently without on-site supervision
• Technical Qualifications and Requirements:
  • The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation
  • Work environment must be free from distractions, including any background noise that impacts the customer experience
  • The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
  • Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred
  • Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers
  • Your computer must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection
  • Must be able to certify compliance with requirements regarding internet speed and connection

The target hiring compensation range for this role is $13.95 to $15.50 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.