Customer Service Representative

Customer Services Representative (Remote, Puerto Rico | English C1+)

Position Summary

Key Responsibilities

• Conduct post-interaction follow-up to confirm status, resolution, and next steps.
• Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
• Provide clarifications and resource navigation within the defined scope of the role.
• Capture customer feedback and document insights clearly and completely.
• Document all interactions, actions taken, and outcomes in authorized systems.
• Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability.

Required Qualifications

• U.S. Citizenship required.
• Advanced English proficiency (CEFR C1 or higher), written and spoken.
• Education: High school diploma or equivalent (4th year completed).
• Prior experience in customer service, contact center operations, case coordination, or similar roles.
• Ability to produce accurate, consistent documentation and work within structured workflows.
• Comfort using systems such as CRM, ticketing tools, or case management platforms.
• Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact).

Residency Requirement (Public Trust Pre-Screen)

Security Requirement (Mandatory)

Compensation and Benefits

• Competitive pay
• Paid holidays
• Medical plan
• Paid vacation (PTO)
• Sick leave

How to Apply

• Updated resume
• Confirmation of full-time availability within the operating window (including ET alignment schedule changes)
• Completion of the English assessment when received
• Response to the U.S. citizenship question in the application