Customer Service Representative

Infinite Computer Solutions; Washington (District of Columbia); Remote; USD 32,000 - 45,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative (Remote) to handle inquiries across phone, email, chat, and other channels while delivering high-quality service and ensuring policy compliance. The role observes a Monday to Friday schedule and requires strong communication and problem-solving capabilities.

Responsibilities include using CRM systems, recording interactions, and maintaining attendance.

Qualifications

• Experience in inbound and outbound call center environments.
• Proficiency with CRM systems and basic computer applications.
• Multitask across multiple communication channels.
• Strong problem-solving and issue-resolution skills.
• Ability to follow detailed instructions and procedures.
• Self-driven with strong research and resource utilization skills.
• Customer-focused with a positive, professional tone.
• High reliability and strong attention to detail.

Responsibilities

• Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates.
• Operate CRM tools, telephony systems, and other customer support platforms.
• Record all customer interactions in CRM or case management systems.
• Manage inbound/outbound calls while responding to chats, emails, and other channels in a timely manner.
• Resolve customer issues or escalate when necessary.
• Apply coaching to improve performance and call handling.
• Follow SOPs and update knowledge bases.
• Encourage customers to use electronic/self-service channels.
• Maintain strict schedule adherence and reliable attendance.
• Perform other related tasks as assigned.

Skills

Communication

Call center experience

Multichannel support

CRM familiarity

Problem solving

Attention to detail

Self-motivated

Professional tone

Tools

CRM software

Job description

Customer Service Representative (Remote)

Company

Infinite Computer Solutions

Location

Remote

Schedule

Monday to Friday

About The Company

Infinite Computer Solutions is a global technology solutions and services provider specializing in digital transformation, IT consulting, application management, and business process outsourcing. The company partners with leading enterprises across industries such as healthcare, telecom, and technology to deliver scalable, customer-centric solutions. With a strong focus on innovation, quality, and operational excellence, Infinite enables organizations to enhance customer experience and drive business efficiency.

Overview

The Customer Service Representative (CSR) is part of the Contact Centre team responsible for handling customer inquiries across multiple communication channels including phone, email, chat, fax, and SMS. The role focuses on delivering high-quality service, ensuring a positive customer experience, and maintaining compliance with client and company standards.

Key Responsibilities

• Performance Targets: Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates.
• System Usage: Efficiently operate CRM tools, telephony systems, and other customer support platforms.
• Documentation: Accurately record all customer interactions in CRM or case management systems following client guidelines.
• Multichannel Support: Manage inbound/outbound calls while responding to chats, emails, and other communication channels in a timely manner.
• Issue Resolution: Resolve customer issues efficiently or escal when necessary, ensuring high service quality.
• Continuous Improvement: Apply coaching and feedback from supervisors and quality analysts to improve performance and call handling.
• Policy Compliance: Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases effectively.
• Digital Adoption: Encourage customers to use electronic/self-service channels where applicable.
• Attendance & Discipline: Maintain strict schedule adherence and reliable attendance.
• Additional Duties: Perform other related tasks as assigned.

Required Skills & Qualifications

• Strong verbal and written communication skills
• Experience in inbound and outbound call center environments
• Proficiency with CRM systems and basic computer applications
• Ability to multitask across multiple communication channels
• Strong problem-solving and issue-resolution skills
• Ability to follow detailed instructions and procedures
• Self-driven with strong research and resource utilization skills
• Customer-focused with a positive, professional tone
• High reliability and strong attention to detail

Technical Requirements (Mandatory)

• Hardwired Ethernet internet connection (Wi-Fi not accepted)

Minimum internet speed: 100 Mbps download / 20 Mbps upload (higher recommended for stability