Customer Service Representative

3500Square; Puerto Rico; Hybrid; USD 19,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Paid holidays

Medical plan

Paid vacation (PTO)

Sick leave

Job summary

3500Square is seeking a Customer Service Representative to support service continuity through post-interaction follow-up and documentation. This remote role requires excellent English, strong attention to detail, and adherence to procedures.

Responsibilities include follow-up, scheduling adjustments, capturing feedback, and escalating complex cases per policy. A high school diploma and prior customer service experience are required.

Qualifications

• 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.

Responsibilities

• Conduct post-interaction follow-up to confirm status, resolution, and next steps.
• Coordinate appointments, rescheduling, and recovery of missed appointments.
• Provide clarifications and resource navigation within defined scope.
• Capture customer feedback and document insights clearly.
• Document all interactions, actions taken, and outcomes in authorized systems.
• Identify unresolved or complex cases and escalate per procedures.

Skills

Advanced English proficiency

CRM systems

Documentation accuracy

Structured workflow adherence

Shift availability ET alignment

Education

High school diploma or equivalent

Tools

CRM

Ticketing tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Full Time Clerical Remote Puerto Rico, PR, PR

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 escalate 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