Customer Service Representative

3500square; San Juan (PR); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Paid holidays

Medical plan

Paid vacation (PTO)

Sick leave

Job summary

3500square is hiring a Customer Service Representative to support service continuity in a remote role based in Puerto Rico. The ideal candidate will demonstrate strong customer service skills, attention to detail, and proficiency in English (CEFR C1). Responsibilities include post-interaction follow-up, documenting interactions, and coordinating customer needs. The position offers competitive pay and benefits including medical plans, paid holidays, and vacation. Applicants must be U.S. citizens and have lived in a U.S. territory for the last 3-7 years.

Qualifications

• U.S. Citizenship required.
• Prior experience in customer service or contact center operations.
• Comfort using CRM or case management platforms.

Responsibilities

• Conduct post-interaction follow-up to ensure service continuity.
• Document all interactions and outcomes accurately.
• Identify and escalate complex cases when necessary.

Skills

Customer service skills

Attention to detail

Documentation skills

English proficiency (CEFR C1)

Education

High school diploma or equivalent

Tools

CRM systems

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

3 days ago Requisition ID: 1094

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 escalation 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