Customer Service & Support (US Citizen) - 14932
Customer Service & Support (US Citizen) - 14932
Posted on :
04-09-2025
Employer Active
1 Vacancy
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Job Description
LOOKING FOR STELLAR TOP CANDIDATES
Position : Customer Service Representative
Working Hours : 9:00 AM - 6:00 PM EST
Salary : USD 2500 - 3500/month (Final offer depends on client approval and candidate experience)
About the Role:
You ll support families and childcare providers via phone email and chat for a government-contracted program. Success looks like empathetic accurate and timely resolutions.
Role Responsibilities:
- Handle inbound phone email and chat inquiries from families
- Make outbound phone calls to childcare providers
- Triage resolve and escalate tickets according to SLAs and playbooks
- Document interactions and outcomes clearly in the CRM
- Educate callers on steps to secure childcare and make recommendations
- Partner with team leads to flag trends edge cases and process gaps
- Maintain data privacy security and compliance standards
Requirements:
- U.S.-based citizen with SSN (required for government contract eligibility).
- Experience with HubSpot (CRM/Service) RingCentral (telephony) Google Workspace and Slack.
- Strong verbal/written communication; calm empathetic problem-solver
- Comfortable with high-volume queues and structured workflows
- Detail-oriented documentation and follow-through.
Nice-to-Have / Preferred
- Background in childcare/early education (e.g. former daycare center director).
- Prior work on public-sector or regulated programs.
- Spanish language fluency a plus.
KPIs / Success Metrics
- First-contact resolution CSAT AHT within targets
- Ticket quality audits & documentation accuracy
- SLA adherence and escalation accuracy
Note: We prioritize the processing of one active application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Employment Type
Full-time
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