Customer Service Representative

OneVision Resources•Boston, MA

4d•Remote

About The Position

The Client Concierge is the first point of contact for homeowners seeking technology support. The role creates a reassuring first impression, helps callers understand and navigate their next steps, and connects them with the appropriate Technology Specialist. Support may involve problem resolution, education, or membership enrollment. Success is defined by helping callers feel confident they will be looked after within the first 60 seconds. The role is remote and full-time, with a 40-hour workweek. Shifts vary and include weekdays and weekends between 7:00 AM and 10:00 PM EST. A MacBook laptop is provided; a headset and separate monitor are required. Comprehensive position training is provided. The position reports to the Partner Support Manager.

Requirements

Demonstrate genuine attentiveness, active listening, and comfort with allowing callers time to speak.
Recognize confusion or stress in a caller’s voice and adjust tone accordingly.
Communicate next steps in a reassuring way that builds customer confidence.
Show strong attention to detail and a self-starter mentality.
Work effectively in a remote environment and accommodate varying shifts that include weekdays and weekends between 7:00 AM and 10:00 PM EST.

Nice To Haves

Prior experience in hospitality, retail, or care-based roles; prior phone experience is not required.
Familiarity with CRM or ticketing software.
Interest in consumer technology and willingness to learn about the field.

Responsibilities

Acknowledge both the caller’s technical issue and the stress it may cause, and communicate early that the team will help resolve it.
Answer, screen, and forward incoming support requests by telephone, directing clients to the appropriate Technology Specialist.
Handle sensitive customer interactions, including callers who are frustrated or new to the company.
Use active listening to explain support options to non-members and enroll them in an appropriate membership package without high-pressure sales tactics.
Maintain the web-based ticketing system and accurately document support events and client data.