Hybrid Call Center Agent — Remote 2x/Week

Stratford Solutions Inc.; New York (NY); Hybrid; USD 55,104,000 - 60,614,000; Full time

Job summary

Gilder Search Group in Staten Island, NY seeks a Call Center Agent / Customer Service Representative to deliver compassionate, accurate support to callers while following regulatory guidelines and using knowledge resources to ensure consistency.

You will handle a high volume of inbound calls, document interactions in detail, resolve issues, and escalate when needed, with a 3-onsite / 2-remote schedule and a 9:00–17:00 workday.

Qualifications

• High School Diploma or GED (preferred).
• 2–3 years of customer service experience (preferred).
• Phone-based customer service experience (strongly preferred).
• Bilingual skills are a plus but not required.

Responsibilities

• Handle a high volume of inbound calls (approximately 45–75 calls per day).
• Assist callers by addressing inquiries, resolving issues, and providing appropriate solutions.
• Read from and utilize knowledge base articles to ensure accurate and consistent information.
• Create and manage service requests based on customer needs.
• Identify and appropriately elevate complex or sensitive calls.
• Maintain detailed and accurate documentation of customer interactions.
• Deliver excellent customer service while remaining professional, patient, and empathetic.
• Adhere to company policies, procedures, and compliance standards at all times.

Skills

Customer service

Phone etiquette

Interpersonal communication

MS Office

Boolean search

Verbal communication

Written communication

Active listening

Professional demeanor

Education

High School Diploma or GED

2–3 years customer service experience

Phone-based customer service experience

Bilingual (a plus)

Tools

Microsoft Office

Job description

Gilder Search Group in Staten Island, NY seeks a Call Center Agent / Customer Service Representative to deliver compassionate, accurate support to callers while following regulatory guidelines and using knowledge resources to ensure consistency.

You will handle a high volume of inbound calls, document interactions in detail, resolve issues, and escalate when needed, with a 3-onsite / 2-remote schedule and a 9:00–17:00 workday.