Customer Service Representative

3500 Square; Caguas (PR); Remote; USD 30,000 - 50,000; Full time

Benefits offered by this job

Competitive pay

Paid holidays

Medical plan

Paid vacation (PTO)

Sick leave

Job summary

3500 Square is seeking a full-time Customer Services Representative to support service continuity through post-interaction follow-up, coordination, and accurate documentation. The ideal candidate must be a U.S. citizen with advanced English skills (C1 or higher) and prior customer service experience. Responsibilities include conducting follow-ups, documenting all interactions, and escalating unresolved issues. Benefits include competitive pay, paid holidays, medical plan, and paid vacation. The role is remote, located in Puerto Rico.

Qualifications

• U.S. citizenship required.
• Advanced English proficiency (CEFR C1 or higher), written and spoken.
• Prior experience in customer service or contact centers.

Responsibilities

• Conduct post-interaction follow-up to confirm status and resolution.
• Document all interactions and escalate unresolved cases.
• Coordinate appointments and resource navigation.

Skills

Customer service skills

Attention to detail

Documentation

Communication Skills

Education

High school diploma or equivalent

Tools

CRM systems

Ticketing tools

Case management platforms

Job description

Customer Services Representative (Remote, Puerto Rico | English C1+)

Employment Type: Full-Time

Location: Remote (Puerto Rico)

Operating Hours: Monday through Friday, 8:00 AM to 8:00 PM Eastern Time (ET)

Daylight Saving Time Note: Puerto Rico does not observe Daylight Saving Time. As a result, the assigned schedule in Puerto Rico may shift approximately twice per year to remain aligned with Eastern Time (ET).

Position Summary

The Customer Services Representative supports service continuity through post-interaction follow-up, coordination of next steps, accurate documentation, and escalation of issues when required. This role requires strong customer service skills, attention to detail, and consistent adherence to defined procedures and documentation standards.

Key Responsibilities

• Conduct post-interaction follow-up to confirm status, resolution, and next steps.
• Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
• Provide clarifications and resource navigation within the defined scope of the role.
• Capture customer feedback and document insights clearly and completely.
• Document all interactions, actions taken, and outcomes in authorized systems.
• Identify unresolved or complex cases and elevate in accordance with established procedures, ensuring full traceability.

Required Qualifications

• U.S. Citizenship required.
• Advanced English proficiency (CEFR C1 or higher), written and spoken.
• Education: High school diploma or equivalent (4th year completed).
• Prior experience in customer service, contact center operations, case coordination, or similar roles.
• Ability to produce accurate, consistent documentation and work within structured workflows.
• Comfort using systems such as CRM, ticketing tools, or case management platforms.
• Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact).

Residency Requirement (Public Trust Pre‑Screen)

To meet suitability processing requirements for this role, candidates must have lived in U.S. territory for the last 3–7 years (not required to be consecutive).

Security Requirement (Mandatory)

This position requires the ability to obtain and maintain a Public Trust determination. Any offer of employment is contingent upon successful completion of the required background check and suitability process.

Compensation and Benefits

• Competitive pay
• Paid holidays
• Medical plan
• Paid vacation (PTO)
• Sick leave

How to Apply

• Updated resume
• Confirmation of full-time availability within the operating window (including ET alignment schedule changes)
• Completion of the English assessment when received
• Response to the U.S. citizenship question in the application