Customer Service Representative

RecruitLytics is building a customer-first support team that feels like a helpful neighbor and
performs like a top-tier service desk. As a Remote Customer Service Representative, you’ll be
the first voice customers hear and the first problem-solver they rely on. This is a U.S.-market
role designed for candidates who want stable remote work, clear expectations, and a workplace
that measures success by quality and professionalism—not chaos.

KEY RESPONSIBILITIES (WHAT YOU’LL DO EACH DAY)
• Start your shift by reviewing queue health, priority tickets, and any urgent announcements
from the team lead.
• Handle inbound support requests across email, chat, and phone with a calm, professional tone
and clear documentation.
• Verify customer identity when required (basic account verification steps) and follow privacy
guidelines.
• Walk customers through step-by-step troubleshooting, then confirm the resolution and next
steps.
• Document every interaction in the CRM/helpdesk with accurate tags, summaries, and follow-
up reminders.
• Escalate complex cases using the correct pathways (billing, technical, logistics), including
internal notes that reduce back-and-forth.
• Use knowledge base articles and templates while still customizing responses so customers feel
heard.
• Track commitments you make to customers and close the loop before end of shift.
• Support quality and compliance by following scripts for regulated scenarios (refund disputes,
policy questions).
• Participate in coaching sessions and apply feedback to improve first-contact resolution and
customer satisfaction.

WORK ENVIRONMENT & TOOLS
You’ll use modern tools to stay organized and productive. Common tools include Google
Workspace or Microsoft Office (Docs/Sheets/Outlook), a CRM or ticketing system when
applicable, and internal chat/video platforms like Slack, Microsoft Teams, or Zoom. For
warehouse roles, you may use RF scanners, label printers, pallet jacks, and warehouse
management systems. We will provide role-specific training so you can confidently follow our
SOPs from day one.

REQUIREMENTS (WHAT WE NEED)
• 1+ year of customer support, call center, admin support, or client services experience (remote
experience preferred).
• Strong written English with the ability to explain steps clearly and kindly.
• Comfort using multiple tabs/systems: CRM + email + chat + internal tools at the same time.
• Reliable high-speed internet and a quiet, distraction-limited home workspace.
• Availability in U.S. time zones (EST/CST strongly preferred).
PREFERRED QUALIFICATIONS (NICE TO HAVE)
• Experience with Zendesk, Freshdesk, Intercom, HubSpot, Salesforce Service Cloud, or similar
tools.
• Basic understanding of subscription billing, refunds, and chargeback prevention workflows.
• Experience supporting e-commerce, SaaS, logistics, or staffing clients.
• Typing speed 45+ WPM and strong note-taking skills.

BENEFITS & PERKS
• Paid training with scripts, practice tickets, and live shadowing sessions.
• Clear performance metrics and coaching (CSAT, first response time, resolution quality).
• Promotion pathways into QA, Team Lead, Escalations Specialist, or Training roles.
• Stable remote schedule options (depending on client coverage).
• Supportive team environment with clear escalation help when you need it.

Benefits eligibility may depend on assignment type and hours worked. Potential benefits include
health coverage, paid time off, holiday pay, 401(k) options, learning and development support,
and performance incentives where applicable.

WHY YOU’LL LOVE THIS ROLE
• You’ll work from home with a structured shift and a queue that’s organized—not chaotic.
• Your work has immediate impact: you solve problems customers care about right now.
• You’ll build transferable skills in communication, documentation, and systems navigation.
• We invest in coaching so you get better and earn more responsibility over time.
• You’ll have a real career ladder in support, operations, or client success.
In the U.S. job market, candidates want clarity, stability, and growth. We aim to provide all
three: clear expectations, realistic workloads, and a professional environment where your work
is respected. If you value structure, measurable success, and a team that communicates, you will feel at home here.

WHAT SUCCESS LOOKS LIKE IN 30 DAYS

• Complete onboarding and demonstrate strong adherence to tone and documentation
standards.
• Handle common inquiries independently: password resets, basic account questions, status
updates.
• Maintain high accuracy in ticket notes, tags, and follow-up scheduling.
• Hit baseline expectations for attendance, response time, and professionalism.

We believe growth should be visible and measurable. You’ll receive feedback and coaching so
you always know where you stand and how to improve.

Customer Service, Customer Support, Remote Support, Call Center, Help Desk, Zendesk,
Freshdesk, Intercom, CRM, Ticketing System, CSAT, SLA, Email Support, Chat Support, Inbound
Calls, Escalation Management, Troubleshooting, De-escalation, Documentation, Account
Support

Professional written communication, Active listening, Problem solving, Time management,
Conflict resolution, Data entry accuracy, CRM navigation, Multi-tasking, Policy comprehension,
Customer empathy

APPLICATION & HIRING PROCESS
Our hiring process is designed to be simple and respectful of your time. Typical steps include:
application review, a brief screening call, a structured interview, and a final decision. Some roles
may include a short skills check (for example, typing accuracy, scenario responses, or tool
familiarity). If selected, you’ll complete onboarding documentation and receive training
materials before your first shift.

WORK AUTHORIZATION & BACKGROUND
Applicants must be authorized to work in the United States if the assignment is U.S.-based
onsite. Remote roles may require verification of identity and ability to meet job requirements.
Some clients require background screening consistent with local laws and the nature of the role.

EQUAL OPPORTUNITY
RecruitLytics is an Equal Opportunity Employer. We consider applicants without regard to race,
color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender
identity, or any other protected status under applicable law. If you need a reasonable
accommodation during the hiring process, please let us know.