Call Center Agent / Customer Service Representative

Stratford Solutions Inc.; New York (NY); Hybrid; USD 55,104,000 - 60,614,000; Full time

Job summary

Gilder Search Group in Staten Island, NY seeks a Call Center Agent / Customer Service Representative to deliver compassionate, accurate support to callers while following regulatory guidelines and using knowledge resources to ensure consistency.

You will handle a high volume of inbound calls, document interactions in detail, resolve issues, and escalate when needed, with a 3-onsite / 2-remote schedule and a 9:00–17:00 workday.

Qualifications

• High School Diploma or GED (preferred).
• 2–3 years of customer service experience (preferred).
• Phone-based customer service experience (strongly preferred).
• Bilingual skills are a plus but not required.

Responsibilities

• Handle a high volume of inbound calls (approximately 45–75 calls per day).
• Assist callers by addressing inquiries, resolving issues, and providing appropriate solutions.
• Read from and utilize knowledge base articles to ensure accurate and consistent information.
• Create and manage service requests based on customer needs.
• Identify and appropriately elevate complex or sensitive calls.
• Maintain detailed and accurate documentation of customer interactions.
• Deliver excellent customer service while remaining professional, patient, and empathetic.
• Adhere to company policies, procedures, and compliance standards at all times.

Skills

Customer service

Phone etiquette

Interpersonal communication

MS Office

Boolean search

Verbal communication

Written communication

Active listening

Professional demeanor

Education

High School Diploma or GED

2–3 years customer service experience

Phone-based customer service experience

Bilingual (a plus)

Tools

Microsoft Office

Job description

Job Title: Call Center Agent / Customer Service Representative

We are looking for Call Center Agent who can compassionately deliver exceptional customer service. In this role, you will provide high-quality, accurate, and professional responses to customer inquiries while adhering to regulatory and compliance guidelines. Success in this position means delivering service with integrity, building customer rapport, and creating a positive experience for every caller.

Job Type: Full-time

Location: Staten Island, NY 10306

Work Schedule: 3 days onsite and 2 days remote

Pay Rate: $20 per hour

Key Responsibilities:

• Handle a high volume of inbound calls (approximately 45–75 calls per day)
• Assist callers by addressing inquiries, resolving issues, and providing appropriate solutions
• Read from and utilize knowledge base articles to ensure accurate and consistent information
• Create and manage service requests based on customer needs
• Identify and appropriately elevate complex or sensitive calls
• Maintain detailed and accurate documentation of customer interactions
• Deliver excellent customer service while remaining professional, patient, and empathetic
• Adhere to company policies, procedures, and compliance standards at all times

Knowledge, Skills, and Abilities:

• Advanced customer service skills with a strong desire to help others
• Strong phone etiquette and interpersonal communication skills
• Proficiency in Microsoft Office and general computer skills
• Experience with keyword searching (Boolean search skills a plus)
• Excellent verbal and written communication skills
• Strong listening and comprehension abilities
• Ability to remain composed, objective, and professional in all situations
• Positive, patient, and confident demeanor

Minimum Education and Experience:

• High School Diploma or GED (preferred)
• 2–3 years of customer service experience (preferred)
• Phone-based customer service experience (strongly preferred)
• Bilingual skills are a plus but not required

Training Schedule:

• Monday through Friday, 9:00 AM – 5:00 PM
• Weekend availability required

Company Culture:

• Detail-oriented — focused on quality and precision
• Outcome-oriented — driven by performance and results
• People-oriented — supportive and fairness-focused
• Team-oriented — collaborative and cooperative