WFH Customer Services Representative

Chesapeake Oncology-Hematology Associates; Portland (ME); Remote; USD 37,000 - 46,000; Full time

Job summary

Chesapeake Oncology-Hematology Associates is seeking a Customer Services Representative to act as the primary contact for clients across phone, email, and chat channels. This on-site role demands strong communication and problem-solving skills to sustain high satisfaction levels.

You will handle inquiries, document interactions in the CRM, and collaborate with teams to drive improvements. The position emphasizes maintaining SLAs, mentoring new staff, and contributing to a collaborative,

Qualifications

• 1–3 years in a customer-facing role, preferably in a call-center or support environment.
• Excellent verbal and written communication skills.
• Proven ability to resolve conflicts and de-escalate situations.
• Proficiency with CRM software (Salesforce, Zendesk) and standard office applications.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Respond to inbound inquiries, resolve issues, and provide accurate product information.
• Document all interactions in the CRM system with data integrity and timely follow-up.
• Identify trends in customer concerns and collaborate with internal teams for improvements.
• Escalate complex cases while maintaining ownership until resolution.
• Meet or exceed defined SLAs and quality metrics.
• Assist in training new team members on procedures and best practices.
• Support a positive team environment by sharing knowledge and helping peers.

Skills

Verbal communication

Written communication

Conflict resolution

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Job description

About the role

The Customer Services Representative will serve as the primary point of contact for clients, delivering prompt and courteous assistance across phone, email, and chat channels. This on-site position requires strong communication and problem-solving abilities to maintain high satisfaction levels.

Key responsibilities

• Respond to inbound inquiries, resolve issues, and provide accurate product information.

• Document all interactions in the CRM system, ensuring data integrity and timely follow-up.

• Identify trends in customer concerns and collaborate with internal teams to implement improvements.

• Escalate complex cases while maintaining ownership until resolution.

• Meet or exceed defined service level agreements (SLAs) and quality metrics.

• Assist in training new team members on procedures and best practices.

• Contribute to a positive team environment by sharing knowledge and supporting peers.

Required qualifications

• 1-3 years of experience in a customer-facing role, preferably in a call-center or support environment.

• Excellent verbal and written communication skills.

• Proven ability to resolve conflicts and de-escalate difficult situations.

• Proficiency with CRM software (e.g., Salesforce, Zendesk) and standard office applications.

• Strong analytical and problem-solving capabilities.

• High school diploma or equivalent; associate degree or higher is a plus.

Nice to have

• Experience with multi-channel support (phone, email, live chat).

• Familiarity with ticketing systems and workflow automation.

• Certification in customer service or conflict resolution.

• Fluency in a second language.