Customer Service Representative- 11/09/26

Group O, Inc.; Milan (IL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

Flexible Spending Accounts

401(k) Match

Generous PTO

10.5 Holidays

Career Development Opportunities

Job summary

Group O is seeking a Call Center Customer Service Representative to provide efficient, courteous responses to customer questions from a fully remote position in the United States. You will be the first point of contact, resolving issues and guiding customers through orders, returns, and account questions.

The ideal candidate has strong communication, active listening, and problem-solving skills, with an ability to work a flexible schedule. 16.00 per hour, benefits included, remote work.

Qualifications

• Remote work requires reliable internet access and speed.
• HS diploma or equivalent is required.
• Strong communication and problem-solving skills are essential.
• Ability to manage calls, orders, and billing questions accurately.

Responsibilities

• Handle inbound calls with courteous, accurate responses.
• Assist customers with inquiries, orders, and billing questions.
• Resolve issues and document interactions in systems.
• Collaborate with other departments to address complex inquiries.
• Maintain up-to-date knowledge of products, pricing, and promotions.

Skills

Phone handling

Verbal communication

Active listening

Problem solving

Typing / data entry

Confidentiality

Adaptability

Remote work etiquette

Education

High School Diploma

Job description

Position Title: Customer Service Representative- 11/09/26

Location: Remote - United States

Department: Call Center

Workplace Type: Fully remote

Reporting To: Kimberly Castillo-Cisneros

Compensation: $16.00 / hour

Customer Service Representative- 11/09/26

Group O is seeking a Call Center Customer Service Representative responsible for efficient and courteous responses to customer questions and concerns.

As a Call Center Customer Service Representative, you will play a vital role in delivering exceptional customer service experiences to individuals who contact our organization on behalf of our clients for assistance. Acting as the first point of contact, you will manage a variety of inquiries, provide information, resolve issues, and ensure customer satisfaction through effective communication and critical thinking skills.

The ideal candidate for this role will possess effective communication skills, problem-solving abilities, and a customer-focused mindset.

Key Responsibilities

Essential Functions:

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Job Qualifications

Education/Certifications:

• High School Diploma

Skills and Qualifications:

• Remote location requires a minimum of 100-megabyte internet speed.
• Basic customer service and phone handling experience.
• Strong verbal communication skills, with the ability to convey information clearly, concisely, and professionally.
• Active listening skills and the ability to empathize with customers while remaining calm and composed under pressure.
• Excellent problem-solving abilities and a willingness to take ownership of customer issues until a resolution is achieved.
• Familiarity with basic computer applications and proficiency in typing and data entry.
• Adaptability to work in a demanding environment with shifting priorities and a diverse customer base.
• Commitment to maintaining confidentiality, integrity, and professionalism in handling customer interactions and sensitive information.
• Ability to work a set schedule with the flexibility to work extra hours or a modified work schedule to meet business needs.

Physical Requirements: N/A

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities

About Group O

At Group O, it’s our employees who we value most. That’s why we provide a supportive environment where employees are given every opportunity to excel. Group O offers a wide variety of careers with room for professional growth and advancement, and we are always looking for motivated individuals to join our team. At Group O, our employees’ health and well-being is equally as important as the work they perform. We back up that philosophy by providing a competitive benefits package that supports now and for their future.

In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees.

Group O is committed to providing equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, and sexual orientation. If you require accommodations to participate in the job application process, please contact [e-mail], we will work with you to meet your needs. Information provided by applicants will be treated with the utmost confidentiality. We respect your privacy and will handle your application data in accordance with our privacy policy.

Equal employment opportunity, including veterans and individuals with disabilities.

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