**Join Our Team as a Customer Service Representative (CSR)!** **Location: Wherever You Are (Remote)** **Role Overview:**The CSR will serve as the primary point of contact for our customers, managing both inbound calls and emails with an unwavering commitment to exceptional service. This role is pivotal in ensuring timely responses—calls answered within 3 rings and emails addressed within 5 minutes—and extends to managing after\-hours emergency response (ER) calls through a structured on\-call rotation, ensuring urgent issues are promptly dispatched to on\-call technicians. **Key Responsibilities:** * **Inbound Communication:** * Answer all incoming calls within 3 rings with a professional and courteous demeanor. * Respond to customer emails within 5 minutes, ensuring clear, accurate, and empathetic communication. * **Emergency Response:** * Participate in an on\-call rotation to manage after\-hours emergency calls. * Quickly assess and escalate ER calls by dispatching the appropriate on\-call technician. * **Customer Interaction Management:** * Gather relevant customer information and document interactions accurately in our service software. * Provide clear, effective solutions or escalate issues to the appropriate department when necessary. * **Quality Assurance:** * Adhere to company protocols and maintain high service standards at all times. * Engage in regular training and performance reviews to continuously enhance customer service skills. * **Collaboration \& Continuous Improvement:** * Work closely with other departments to share feedback and resolve recurring issues. * Assist in updating internal knowledge bases and FAQs based on common customer inquiries and technical challenges. **Qualifications \& Skills:** * **Communication:** * Excellent verbal and written communication skills. * Ability to handle high\-pressure situations while maintaining composure and professionalism. * **Technical Proficiency:** * Familiarity with CRM systems, call center software, and email platforms. * Basic troubleshooting skills and the ability to quickly learn new systems and processes. * **Experience:** * Previous experience in a customer service or call center environment. * Experience with emergency response or on\-call support is a plus. * **Personal Attributes:** * Strong organizational skills and **attention to detail**. * Ability to multitask effectively in a fast\-paced environment. * Flexibility to work varied shifts, including nights, weekends, and holidays as part of the on\-call rotation. **Performance Expectations:** * **Speed \& Efficiency:** * Ensure all calls are answered within 3 rings and emails are responded to within 5 minutes. * **Accuracy \& Documentation:** * Maintain comprehensive records of customer interactions, ensuring all details are accurately captured for future reference and follow\-up. * **Emergency Management:** * Adhere to established protocols for ER calls, ensuring immediate and effective dispatch of on\-call technicians. * **Customer Satisfaction:** * Strive for high customer satisfaction ratings through attentive service and timely resolution of inquiries. This role is critical to maintaining the high standards of customer service our organization is known for. The ideal candidate will be a proactive communicator with a keen eye for detail, capable of handling both routine interactions and emergency situations with equal expertise. Job Type: Full\-time Pay: $155\.00 per hour Expected hours: 40 per week Work Location: Remote