Remote Email & Chat Representative
Job Location:
Middlesex County, MA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
This is a remote position.
111 Sign Inc. is a printing company specializing in custom signage and print solutions for businesses of all sizes. Were growing our customer support team and looking for a detail-oriented customer-focused representative to handle inbound email and live chat inquiries helping customers navigate orders artwork proofs printing specs and shipping timelines.
The Remote Email & Chat Representative will be the primary point of contact for customers reaching out through email and live chat channels. This role requires strong written communication skills a solid understanding of (or willingness to learn) print production basics and the ability to multitask across multiple customer conversations in a fast-paced digital environment.
- Respond promptly and professionally to customer inquiries via email and live chat
- Provide accurate information about products pricing turnaround times and order status
- Assist customers with file uploads artwork proofs and print specification questions
- Troubleshoot order issues (delays errors reprints) and coordinate resolutions with production and shipping teams
- Process order changes cancellations and returns per company policy
- Maintain accurate records of customer interactions in the CRM/helpdesk system
- Escalate complex or unresolved issues to the appropriate department or supervisor
- Meet or exceed response-time and customer satisfaction (CSAT) targets
- Identify recurring customer pain points and share feedback with management
- Stay current on product catalog pricing updates and promotions
- High school diploma or equivalent (Associates or Bachelors degree a plus)
- 1 years of customer service experience preferably in email/chat support
- Excellent written English communication skills clear friendly and professional
- Strong typing speed and accuracy
- Ability to multitask across several concurrent chat conversations
- Comfortable using helpdesk/CRM software (e.g. Zendesk Freshdesk Gorgias) and internal order systems
- Reliable high-speed internet connection and a quiet distraction-free home workspace
- Self-motivated with strong time-management skills in a remote setting
- Competitive hourly wage / salary (commensurate with experience)
- Health insurance PTO 401(k) performance bonuses etc.
- Opportunities for growth within the customer experience team
Required Skills:
Key Responsibilities Respond promptly and professionally to customer inquiries via email and live chat Provide accurate information about products pricing turnaround times and order status Assist customers with file uploads artwork proofs and print specification questions Troubleshoot order issues (delays errors reprints) and coordinate resolutions with production and shipping teams Process order changes cancellations and returns per company policy Maintain accurate records of customer interactions in the CRM/helpdesk system Escalate complex or unresolved issues to the appropriate department or supervisor Meet or exceed response-time and customer satisfaction (CSAT) targets Identify recurring customer pain points and share feedback with management Stay current on product catalog pricing updates and promotions Required Qualifications High school diploma or equivalent (Associates or Bachelors degree a plus) 1 years of customer service experience preferably in email/chat support Excellent written English communication skills clear friendly and professional Strong typing speed and accuracy Ability to multitask across several concurrent chat conversations Comfortable using helpdesk/CRM software (e.g. Zendesk Freshdesk Gorgias) and internal order systems Reliable high-speed internet connection and a quiet distraction-free home workspace Self-motivated with strong time-management skills in a remote setting
