Representative, Customer Service

WilsonHCG; Arizona; Hybrid; USD 42,000 - 48,000; Full time

Job summary

WilsonHCG is seeking an experienced Customer Service Representative on an 18-month contract to support sales, promotions, product installations, and general service inquiries. This remote role is based in Arizona, with 40 hours per week.

You will maintain positive customer relationships, address questions and concerns, document interactions, and ensure fair handling of claims and complaints according to procedures and consumer protection requirements.

Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service experience.
• Experience responding to customer questions, complaints, claims, or service concerns.
• Ability to follow clearly defined procedures, guidelines, and escalation protocols.
• Strong verbal and written communication skills.
• Ability to work independently in a remote environment.
• Proficiency with standard computer applications and customer communication tools.

Responsibilities

• Respond to customer inquiries regarding products, services, sales, promotions, installations, and related matters.
• Provide clear, accurate, and timely information to customers through approved communication channels.
• Maintain positive and professional customer relationships throughout each interaction.
• Identify customer needs and provide appropriate solutions within established policies and procedures.
• Follow up on customer concerns to ensure timely and satisfactory resolution.
• Document customer interactions, inquiries, actions, and outcomes accurately.

Skills

Customer service

Communication

Documentation

Remote work

Multitasking

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Employment Type: 18-month contract

Work Location: Remote - Arizona

Hours: 40 hours per week

Pay Rate: $20-$23 per hour

Position Summary

We are seeking an experienced and customer-focused **Customer Service Representative** to provide support related to sales, promotions, product installations, customer communications, and general service inquiries.

The successful candidate will be responsible for maintaining positive customer relationships, responding to questions and concerns, and ensuring that customer claims and complaints are handled fairly, effectively, and in accordance with company procedures and applicable consumer-protection requirements.

This position is suited for someone who is organized, professional, and comfortable working within clearly established processes and guidelines. The role requires the ability to manage a variety of customer-service activities while maintaining accuracy, responsiveness, and a high standard of service.

Key Responsibilities

Customer Service and Relationship Management

• Respond to customer inquiries regarding products, services, sales, promotions, installations, and related matters.
• Provide clear, accurate, and timely information to customers through approved communication channels.
• Maintain positive and professional customer relationships throughout each interaction.
• Identify customer needs and provide appropriate solutions within established policies and procedures.
• Follow up on customer concerns to ensure timely and satisfactory resolution.
• Document customer interactions, inquiries, actions, and outcomes accurately.

Claims and Complaint Resolution

• Receive, review, and respond to customer claims and complaints.
• Investigate customer concerns by gathering relevant information and reviewing available records.
• Resolve issues fairly, effectively, and in accordance with internal procedures and applicable consumer laws.
• Escalate complex, sensitive, or unresolved issues to the appropriate team or supervisor.
• Communicate resolutions and next steps clearly to customers.
• Identify recurring customer concerns and bring potential service issues to the attention of the appropriate stakeholders.

Sales and Installation Support

• Provide customer-service support related to sales activities and promotional programs.
• Assist customers with questions regarding product availability, services, promotions, and installation processes.
• Coordinate with internal teams to support installation-related communications and customer expectations.
• Provide status updates and help resolve service or scheduling concerns when required.
• Ensure customers receive consistent and accurate information throughout the sales and service process.

Customer Communication and Education

• Support initiatives designed to proactively inform and educate customers.
• Communicate company policies, procedures, product information, and service expectations in a clear and understandable manner.
• Help develop or improve customer-facing communications, frequently asked questions, and educational materials.
• Promote a consistent customer experience by following approved communication standards.

Service Improvement

• Review customer feedback and survey results to identify opportunities for improvement.
• Support the development and implementation of improvement plans in response to customer feedback.
• Share customer insights, recurring concerns, and service trends with internal stakeholders.
• Participate in process-improvement activities designed to enhance customer satisfaction and operational efficiency.
• Follow defined procedures while identifying opportunities to improve existing work routines.

Required Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service or related professional experience.
• Experience responding to customer questions, complaints, claims, or service concerns.
• Basic understanding of customer-service practices, work routines, and issue-resolution processes.
• Ability to follow clearly defined procedures, guidelines, and escalation protocols.
• Strong verbal and written communication skills.
• Strong listening, problem-solving, and customer-service abilities.
• Ability to communicate professionally with customers in challenging or sensitive situations.
• Strong organizational skills and attention to detail.
• Ability to document customer interactions accurately and completely.
• Ability to manage multiple tasks and customer requests in a timely manner.
• Ability to work independently in a remote environment.
• Comfortable learning and following technical procedures related to the role.
• Proficiency with standard computer applications and customer communication tools.

Preferred Qualifications

• Experience supporting customers within a medical device, healthcare, manufacturing, technical-service, or regulated environment.
• Experience supporting sales, promotions, product installations, or service scheduling.
• Experience handling customer claims or complaints in accordance with established consumer-protection requirements.
• Experience reviewing customer surveys or supporting customer-experience improvement initiatives.
• Experience working with customer relationship management or case-management systems.
• Experience collaborating with sales, operations, installation, or service teams.