Note: The job is a remote job and is open to candidates in USA. EPG Group is a workforce solutions provider supporting a global organization with customer service operations. The Temporary Customer Service Representative will manage high volumes of customer interactions across phone, email, and chat, resolve inquiries and escalated concerns, document cases, and provide timely solutions while meeting service and quality standards.
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
- 1 to 3 years of customer service experience
- 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
- 100% remote position within the United States
- Must be available to work U.S. Eastern Standard Time
- Work a full-time schedule of 40 hours per week with flexibility to support customer needs across different time zones, (including shifts between 9:00 AM and 9:00 PM, weekends, and holidays)
- This opportunity is open to candidates located within the United States only
- Retail or e commerce customer service experience is preferred
Benefits
- 6-month W2 contract
- Full-time schedule of 32–40 hours per week
- 100% remote position within the United States
- Work as part of a collaborative, customer-focused team
Company Overview