Customer service

Infinite Computer Solutions; Washington (District of Columbia); Remote; USD 32,000 - 42,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative to join our Remote Contact Centre. The CSR will handle inquiries across phone, email, chat, fax, and SMS, delivering high-quality service while maintaining compliance with client and company standards.

Responsibilities include meeting performance targets, using CRM and telephony systems, and documenting interactions precisely. A proactive, customer-focused approach and ability to work across channels are essential for

Qualifications

• Excellent verbal and written communication.
• Experience in inbound and outbound call center environments.
• Proficiency with CRM systems and basic computer applications.
• Ability to multitask across multiple communication channels.

Responsibilities

• Meet attendance and schedule adherence targets (NPS, resolution rates).
• Operate CRM tools, telephony systems and other support platforms.
• Record all customer interactions accurately in CRM/case systems.
• Handle multichannel inquiries with timely responses.
• Resolve issues or escalate when needed to ensure high service quality.
• Apply coaching feedback to improve performance and call handling.
• Follow SOPs and maintain up-to-date knowledge of policies.
• Encourage use of electronic/self-service channels where applicable.
• Maintain reliable attendance and adherence to schedule.
• Perform other related tasks as assigned.

Skills

Verbal & written communication

Inbound & outbound calls

CRM systems

Multichannel support

Problem solving

Following instructions

Research & resource use

Customer-focused

Tools

CRM systems

Job description

Customer Service Representative (Remote)

Company: Infinite Computer Solutions

Location: Remote

Schedule: Monday to Friday(8-9 hrs of shift) (5:00am PST to 5:00PM PST)

Overview

The Customer Service Representative (CSR) is part of the Contact Centre team responsible for handling customer inquiries across multiple communication channels including phone, email, chat, fax, and SMS. The role focuses on delivering high-quality service, ensuring a positive customer experience, and maintaining compliance with client and company standards.

Key Responsibilities

• Performance Targets: Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates.
• System Usage: Efficiently operate CRM tools, telephony systems, and other customer support platforms.
• Documentation: Accurately record all customer interactions in CRM or case management systems following client guidelines.
• Multichannel Support: Manage inbound/outbound calls while responding to chats, emails, and other communication channels in a timely manner.
• Issue Resolution: Resolve customer issues efficiently or elevate when necessary, ensuring high service quality.
• Continuous Improvement: Apply coaching and feedback from supervisors and quality analysts to improve performance and call handling.
• Policy Compliance: Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases effectively.
• Digital Adoption: Encourage customers to use electronic/self-service channels where applicable.
• Attendance & Discipline: Maintain strict schedule adherence and reliable attendance.
• Additional Duties: Perform other related tasks as assigned.

Required Skills & Qualifications

• Strong verbal and written communication skills
• Experience in inbound and outbound call center environments
• Proficiency with CRM systems and basic computer applications
• Ability to multitask across multiple communication channels
• Strong problem-solving and issue-resolution skills
• Ability to follow detailed instructions and procedures
• Self-driven with strong research and resource utilization skills
• Customer-focused with a positive, professional tone
• High reliability and strong attention to detail

Technical Requirements (Mandatory)

• Hardwired Ethernet internet connection (Wi-Fi not accepted)
• Minimum internet speed: 100 Mbps download / 20 Mbps upload (higher recommended for stability)