Remote Customer Service Pro — Elevate the Customer Experience

EPG Group; Atlanta (GA); Remote; USD 25,000 - 30,000; Full time

Job summary

EPG Group is seeking a Temporary Customer Service Representative (CSR-T) to serve as a liaison between customers and the company, delivering an exceptional experience across phone, email, and chat. You will handle high volumes of inquiries for US/Canada retail, e-commerce, and wholesale channels from a remote location.

Responsibilities include resolving orders, returns, and account issues, meeting SLAs, and documenting interactions in CRM systems.

Qualifications

• 1 to 3 years of customer service experience.
• Retail or e commerce customer service experience is preferred.
• High school diploma or equivalent.
• Exceptional verbal and written communication skills with the ability to communicate clearly and professionally across multiple channels.
• Strong customer service, interpersonal, problem solving, and decision-making skills.
• Ability to handle escalated situations with patience, professionalism, and empathy.
• Ability to work effectively in a fast paced, remote environment.
• Proficiency with Microsoft Office and the ability to quickly learn multiple customer service systems.
• Strong organizational skills with the ability to manage multiple priorities.
• Professional, empathetic, and customer focused approach to every interaction.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat.
• Manage inbound customer inquiries and resolve customer concerns efficiently and accurately.
• Resolve inquiries related to orders, returns, products, and account services.
• Handle complex and escalated customer issues with professionalism, empathy, and sound judgment.
• Provide service recovery solutions and proactive recommendations to enhance customer satisfaction and retention.
• Follow up with customers to confirm issue resolution and ensure a positive customer experience.
• Collaborate with cross functional teams to resolve complex customer issues and improve service processes.
• Accurately document customer interactions, escalations, and resolutions within CRM systems.
• Research customer inquiries using multiple systems and databases to provide accurate solutions.
• Issue customer accommodations, including refunds, gift cards, e gift cards, and promotional offers in accordance with company policies.
• Meet established service level agreements (SLAs), quality standards, and key performance indicators (KPIs).
• Support onboarding and knowledge sharing by assisting team members with best practices and complex customer scenarios.
• Maintain confidentiality and follow company policies and security standards when handling customer information.
• Contribute to continuous improvement initiatives that enhance the overall customer experience.

Skills

Communication skills

Microsoft Office

Customer service

Multichannel support

Education

High school diploma or equivalent

Tools

CRM systems

Job description

EPG Group is seeking a Temporary Customer Service Representative (CSR-T) to serve as a liaison between customers and the company, delivering an exceptional experience across phone, email, and chat. You will handle high volumes of inquiries for US/Canada retail, e-commerce, and wholesale channels from a remote location.

Responsibilities include resolving orders, returns, and account issues, meeting SLAs, and documenting interactions in CRM systems.