Customer Service Representative (Email & Chat Support) - Remote

TEKsystems•Madison, WI

3d•$16 - $16•Remote

About The Position

We are seeking Customer Service Representatives to support a growing online membership platform. In this role, you will assist customers primarily through email support (90%) and chat support (10%), helping resolve account questions, troubleshoot issues, and provide an exceptional customer experience. This is an exciting opportunity to join a rapidly growing business following the acquisition of a new line of business that is expected to bring over 500,000 new members. The environment is collaborative, fast-paced, and customer-focused.

Requirements

High School Diploma or GED
Experience supporting customers through email and/or chat
Knowledge of online shopping and internet-based stores
Comfortable navigating the internet and web applications
Basic keyboard shortcut knowledge (e.g., Ctrl+C, Ctrl+V)
Minimum typing speed of 50 WPM (typing test required)
Good attendance and reliability
Must work at least one weekend day each week
Must be available to work holidays
Must maintain a distraction-free home workspace
A typing test result (minimum 50 WPM)
A photo of their home workspace
Applicants must reside in one of the following states: California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Michigan, Minnesota, North Carolina, New Hampshire, New Jersey, New York, Oregon, South Dakota, Texas, Utah, Wisconsin, or Wyoming.

Responsibilities

Respond to customer inquiries via email and chat in a professional and timely manner
Review and clarify customer questions, concerns, and complaints
Research and determine the root cause of customer issues
Update customer records and account information accurately
Identify and communicate the best solutions to resolve customer concerns
Collaborate with internal teams to resolve escalated issues
Follow up with customers to ensure satisfactory resolution
Recognize trends and communicate recurring issues to management
Recommend process improvements to enhance customer experience
Assist with onboarding and training new team members as needed
Coordinate with merchant affiliate networks when applicable