Customer Service Representative - Remote

RecruiterForge; United States; Remote; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan with employer match

Generous PTO

Ongoing learning opportunities

Job summary

RecruiterForge is seeking a Customer Service Representative (Phone Support) to be the first point of contact for users of a software-based lending platform. You will handle general questions, basic troubleshooting, and route complex issues to specialized teams.

The role requires strong verbal English, calm professionalism under pressure, and the ability to manage multiple tasks in a fast-paced startup environment. This is a 100% remote, continental United States position with generous benefits.

Qualifications

• 2+ years of customer support experience, including phone support.
• Strong verbal English communication and ability to calm difficult clients.
• Calm, professional demeanor under pressure with good interpersonal skills.
• Willingness to learn, practice within the software, and research independently.
• Ability to thrive in a fast-paced, unstructured environment while balancing priorities.

Responsibilities

• Serve as the initial point of contact for phone inquiries and route requests to the right teams.
• Deliver high-quality support while managing call volume and clearly communicating information when transferring inquiries.
• Maintain up-to-date knowledge of major software features, client use cases, marketing materials, and event schedules.
• Review voicemail messages for callbacks and route responsibilities accordingly.
• Navigate company protocols to handle calls efficiently or direct them to the appropriate resource.
• Assist users with general software questions and basic troubleshooting before escalating issues.
• Properly route escalations and sales inquiries to the correct teams.
• Track call volume and topics to identify recurring user pain points and opportunities to address demand.

Skills

Phone support

Customer support

English communication

Under pressure

Learning mindset

Job description

The Customer Service Representative (Phone Support) serves as the initial phone contact for users of a software-based lending platform, handling general use questions, basic troubleshooting, call routing, and support escalations. The position focuses on delivering responsive frontline customer service while accurately directing issues that require assistance from other teams.

The work also involves learning major system features, client use cases, marketing materials, and event schedules to provide informed phone support. Success requires strong verbal communication, the ability to explain complex information clearly, effective time management, and the composure to maintain positive client relationships in a fast-paced environment.

Core Responsibilities

• Serve as the initial point of contact for phone inquiries, resolving questions that can be handled directly and routing other requests to the appropriate teams.
• Deliver high-quality customer support while managing call volume and clearly communicating relevant information when transferring or rerouting inquiries.
• Maintain current knowledge of major software features, client use cases, marketing materials, and event schedules to answer related questions accurately by phone.
• Review voicemail messages for callback opportunities and route callback responsibilities to the appropriate parties.
• Navigate established team and company protocols to address client calls efficiently or direct them to the appropriate resource.
• Assist users with general software questions and basic troubleshooting before escalating issues that require additional support.
• Properly route support escalations and sales inquiries to the appropriate teams.
• Track call volume and call topics to help identify recurring user pain points and opportunities to proactively address support demand.

Candidate Profile

Required Experience & Skills

• Minimum of 2 years of relevant customer support experience, including phone support.
• Strong English-language phone communication skills, including the ability to calm difficult clients and explain complex information verbally.
• Ability to maintain a calm, professional demeanor and strong interpersonal skills when working under pressure.
• Self-motivated approach with a willingness to learn, practice within the software system, and conduct independent research.
• Ability to work effectively in an unstructured, fast-paced environment while managing time and balancing priority, quality, and quantity.
• High level of integrity and a strong commitment to maintaining positive customer relationships.

Preferred Experience

• Experience working in the mortgage industry is strongly preferred.
• Previous experience communicating with business owners and executives is a plus.Relationship management experience is a plus.

Location: Continental United States

Workplace: 100% Remote

Annual Compensation: $45,000–$55,000, with exact compensation varying based on skills, experience, and location.

• Medical, dental, and vision insurance.
• 401(k) plan with employer match.
• Generous paid time off.
• Ongoing learning opportunities in a fast-paced startup environment.