Customer Service Rep - Customer Service - Junior

Global Technical Talent; Framingham (MA); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

401(k) Retirement Plan

Job summary

GTT, on behalf of a Fortune 500 off-price retailer, seeks a Customer Service Representative in Framingham, MA. You will respond to inquiries across phone, email, chat and social media, resolving issues to support a positive brand experience in a fast-paced environment.

This contract-to-perm role runs Friday–Tuesday, 9:00 AM–5:00 PM EST, with training 10:00 AM–6:00 PM EST. 1–3 years retail or call center experience and strong communication skills are preferred.

Qualifications

• 1-3 years of retail customer service or call center experience.
• Recent college graduates encouraged to apply; no degree required.
• Excellent verbal and written communication required.
• Strong conflict management and problem-solving abilities.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone, letters, email, chat, and social media.
• Resolve difficult issues using problem-solving and negotiation skills.
• Escalate serious concerns to protect brand.
• Document customer and store information in tracking system.
• Code cases correctly and provide updates until resolution.
• Collaborate with district/store/home office staff on escalations.
• Maintain a positive company image aligned with CS objectives.
• Multitask in high inbound/outbound volume; complete special projects.

Skills

Conflict management

Analytical skills

Communication skills

Listening skills

Time management

Multitasking

PC skills

Typing

Teamwork

Home office setup

Video meetings

Job description

Customer Service Representative

Alternate / Related Job Titles

• Customer Support Specialist
• Call Center Representative
• Customer Care Associate
• Social Media Customer Support Representative

Location & Onsite Flexibility

Framingham, MA (Fully Remote)

Contract Details

• Position Type: Contract-to-Perm
• Contract Duration: 3 Months
• Start: As Soon As Possible
• Pay Rate: $22/hour

Work Schedule

• Friday - Tuesday, 9:00 AM - 5:00 PM EST
• Training Schedule: Monday - Friday, 10:00 AM - 6:00 PM EST

Job Summary

The Customer Service Representative will respond to customer inquiries across multiple communication channels, including phone, email, chat, and social media. This role focuses on resolving customer concerns, documenting interactions accurately, and supporting a positive brand experience in a fast-paced, high-volume environment.

Duties & Responsibilities

• Respond accurately, promptly, and effectively to customer communications via phone, letters, email, chat, and social media
• Resolve difficult and sensitive customer issues using problem-solving and negotiation skills
• Communicate with District Managers, Store Managers, and Home Office personnel to resolve escalated concerns
• Escalate serious issues appropriately to protect the company brand
• Document customer and store information accurately within the customer tracking system
• Code cases correctly and provide continuous updates until resolution and closure
• Promote a positive company image aligned with Customer Service objectives and mission
• Make sound judgment calls that align with brand, escalation, and social media moderation guidelines
• Multitask effectively in a fast-paced environment with high inbound and outbound volume
• Complete special projects and additional duties as assigned

Required Skills

• Proven conflict management skills
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Strong listening and organizational skills
• Ability to prioritize and manage time effectively
• Flexibility and ability to multi-task
• PC proficiency, including email; Word and Excel preferred
• Typing proficiency
• Ability to respond objectively and separate emotion from decision-making
• Ability to work collaboratively in a team environment
• High-speed internet connection required
• Quiet, distraction-free workspace suitable for video meetings and chats

Preferred Skills

• Social media moderation experience
• Retail customer service experience
• Phone-based customer support experience

Minimum Qualifications

• 1-3 years of retail customer service or call center experience
• Recent college graduates are encouraged to apply
• No specific degree requirement

Interview Process

• 45-minute interview

- First 30 minutes with two team members

- Final 15 minutes with two additional team members

- Top 15 resumes will be shortlisted for Hiring Manager review

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401(k) Retirement Plan

About the Company

Our client is a Fortune 500 off-price apparel and home retailer and a global leader in value-driven fashion and home goods. With over 4,500 stores across nine countries and multiple e-commerce platforms, the company is committed to operational excellence, inclusion, and responsible corporate citizenship.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company based in Alaska. GTT partners with Fortune 500 organizations across banking, financial services, technology, life sciences, utilities, and retail throughout the U.S. and Canada, supporting diverse and inclusive workplaces.

Job Number: 25-29723