Customer Service Representative

Highlighttech; United States; On-site; USD 30,000 - 50,000; Part time

Job summary

Highlighttech is looking for an On-Demand Customer Service Representative to provide accurate and professional support in a virtual call center. This PRN role demands flexibility and a proactive approach in a fast-paced environment, primarily handling customer inquiries and resolving issues efficiently.

Ideal candidates will have a minimum of one year in customer service and be comfortable navigating multiple software applications. The company promotes an inclusive culture and provides remote work options.

Qualifications

• Minimum 1 year of customer service experience.
• Ability to pass federal clearance.
• Flexibility to work weekends, evenings, and holidays as needed.
• Proficiency with computer systems and software.

Responsibilities

• Handle incoming calls with accuracy and professionalism.
• Navigate systems of record and knowledge tools.
• Communicate clearly in writing and verbally.
• Research account details and exercise sound judgment.
• Monitor and report unusual call patterns.

Skills

Excellent written and verbal communication skills

Strong analytical and effective decision-making skills

Proficient PC and internet navigation skills

Efficient time management in a fast-paced environment

Ability to navigate multiple applications simultaneously

Education

High school diploma or equivalent

Job description

Overview

As an On-Demand Customer Service Representative, you will work in a virtual high-volume call center environment providing accurate and professional support to internal and external customers. Project assignments vary in duration - from weeks to months - and you will be expected to ramp quickly, stay current on new procedures, and flex your availability during peak demand periods. This is a PRN (as-needed) role ideal for someone who thrives in a fast-paced, project-based environment. Flexibility and a proactive approach are essential to succeed.

Employment is contingent upon the successful completion of a pre-employment background check and drug screening. Please note that testing methods such as urine or hair analysis and drug testing policies are implemented in accordance with applicable state and local laws.

Responsibilities

• Handle incoming calls with accuracy and professionalism; facilitate first call resolution and escal using proper procedures
• Navigate systems of record and knowledge tools to ensure accurate information is conveyed to callers
• Communicate clearly in writing and verbally; actively listen to understand caller concerns
• Identify and elevate unusual or recurring issues through established channels
• Research account details and exercise sound judgment on follow-up actions
• Navigate multiple applications simultaneously to deliver comprehensive solutions efficiently
• Monitor and report unusual call patterns or repeat issues; escal system problems to supervisory staff promptly
• Attend required training sessions for new projects and initiatives; maintain organized training materials
• Perform other duties as assigned

Qualifications

Required

• Minimum 1 year of customer service experience
• Ability to pass federal clearance
• Flexibility to work weekends, evenings, and holidays as needed
• Proficiency with computer systems and software
• High school diploma or equivalent (equivalent experience may substitute)

Skills & Abilities

• Excellent written and verbal communication skills
• Strong analytical and effective decision-making skills
• Proficient PC and internet navigation skills
• Efficient time management in a fast-paced environment
• Ability to navigate multiple applications simultaneously

Nice to Have

• Prior experience in a high-volume production environment
• Experience managing difficult customer interactions with professionalism and diplomacy

Work at Home Requirements

• High speed internet with an ethernet connection to the router (no satellite or hotspot) - minimum 10 Mbps download and 5 Mbps upload speed
• WiFi must be turned off at all times while working
• Windows Updates must be current
• Private and distraction-free home workspace with the ability to close a door

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at [e-mail]. Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.