Remote Multichannel Customer Support Pro

The Helmsman Group LLC; Georgia; Remote; USD 32,000 - 48,000; Full time

Job summary

The Helmsman Group LLC is seeking a Call Center Representative to deliver professional customer service via phone, email, chat, and other channels from a remote setting in the United States. You will handle inquiries, provide product information, process requests, and ensure a positive experience while meeting SLAs.

Ideal candidates have 1–2 years in customer service, excellent communication, and strong problem-solving skills. Flexibility for evenings, weekends, or holidays may be required.

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service, call center, retail, hospitality, or related experience preferred.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to remain calm, patient, and professional when handling difficult customer situations.
• Strong problem-solving and decision-making skills.
• Basic computer skills and ability to navigate multiple systems simultaneously.
• Experience with CRM, ticketing, or call center software is preferred.
• Ability to type accurately and efficiently while communicating with customers.
• Ability to work flexible schedules, including evenings, weekends, or holidays when required.

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

Call Handling

Active Listening

Verbal & Written Communication

Customer Service

Data Entry

Ticket Management

Escalation Management

Time Management

Multitasking

Service-Level Management

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

ServiceNow

Job description

The Helmsman Group LLC is seeking a Call Center Representative to deliver professional customer service via phone, email, chat, and other channels from a remote setting in the United States. You will handle inquiries, provide product information, process requests, and ensure a positive experience while meeting SLAs.

Ideal candidates have 1–2 years in customer service, excellent communication, and strong problem-solving skills. Flexibility for evenings, weekends, or holidays may be required.