Remote Call Center Specialist

The Helmsman Group LLC; Georgia; Remote; USD 32,000 - 54,000; Full time

Job summary

The Helmsman Group LLC is seeking a Call Center Representative to provide exceptional customer service across phone, email, chat, and other channels. You will handle inquiries, resolve issues, process requests, and ensure a positive experience while meeting service standards.

Responsibilities include taking inbound calls, providing product and policy information, updating records, documenting interactions, and escalating complex problems to specialized teams as needed.

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service or related experience preferred.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to stay calm, patient, and professional when handling difficult customer situations.
• Basic computer skills and ability to navigate multiple systems.
• Experience with CRM, ticketing, or call center software preferred.

Responsibilities

• Answer inbound customer calls and respond to customer inquiries in a professional and courteous manner.
• Provide accurate information regarding products, services, orders, accounts, policies, and procedures.
• Identify customer needs and determine the appropriate resolution or next steps.
• Resolve customer complaints, concerns, and service issues efficiently and professionally.
• Process customer requests, orders, payments, refunds, cancellations, and account updates as authorized.
• Verify customer information and maintain accurate account records.
• Use CRM, call center, ticketing, and customer service systems to document customer interactions.
• Create and update service tickets and cases and ensure appropriate follow-up.
• Escalate complex, sensitive, or unresolved issues to supervisors or specialized departments.
• Follow up with customers to ensure issues have been resolved and expectations have been met.
• Maintain knowledge of company products, services, policies, promotions, and procedures.
• Explain processes, policies, and solutions clearly to customers.
• Handle high volumes of calls while maintaining professionalism, accuracy, and service quality.
• Meet established service-level agreements (SLAs), response-time requirements, and customer service standards.
• Maintain appropriate call handling procedures, including verification, documentation, and closing protocols.
• Identify recurring customer issues and communicate trends to supervisors and management.
• Assist customers through multiple channels, including phone, email, live chat, and social or digital support platforms when applicable.
• Protect customer information and follow privacy, security, and confidentiality requirements.
• Follow quality assurance, compliance, and call center procedures.
• Participate in training, coaching, and performance improvement activities.
• Contribute to customer retention and satisfaction initiatives.
• Identify opportunities to improve customer service processes and the overall customer experience.

Skills

Customer Service

Active Listening

Verbal Communication

Written Communication

Problem Solving

Time Management

Multitasking

CRM Systems

Call Handling

Data Entry

Account Management

Ticket Management

Escalation Management

Customer Retention

Quality Assurance

Service-Level Management

Education

High School Diploma or GED

Tools

CRM Systems

Ticketing Software

Call Center Software

Job description

The Helmsman Group LLC is seeking a Call Center Representative to provide exceptional customer service across phone, email, chat, and other channels. You will handle inquiries, resolve issues, process requests, and ensure a positive experience while meeting service standards.

Responsibilities include taking inbound calls, providing product and policy information, updating records, documenting interactions, and escalating complex problems to specialized teams as needed.