This position is a versatile role that primarily serves as a backup to the Customer Service Representative (CSR) during times of absence or high-volume communication periods. However, the role also encompasses a wide range of delegated tasks that are essential to maintaining efficient business operations. This position requires an individual who is organized, detail-oriented, proactive, and adaptable, with the ability to handle multiple responsibilities effectively. **REQUIRED QUALIFICATIONS** **Education** - College Diploma - Administrative management careers, or a Degree in Communications, or related fields. **Training or Expertise** High English level (Well spoken, well written) **mínimal accent Speaking.** Project Management Experience Strong Microsoft Office skills **Experience** - +2 years of Proven experience working as Customer Service Representative for USA -based companies - + 2 years of Experience with CRM systems Desirable customer service experience with IT support, or Apps support. **JOB FUNCTIONS** Responsible for creating and/or following established processes related to envelope supply inventory coordination with our mail vendor. Responsible for supply inventory of "onboarding client kits" and other marketing collateral. Create standard reports from CRM for distribution to Executive team. Possess the ability to anticipate supply needs based on scheduled client launches. Possess the ability to monitor timelines of projects and assist in project coordination Act as a liaison, provide product/services information and resolve any challenges or questions that our customers might face with accuracy and efficiency. Make outbound calls to support communication campaigns to our client’s employees. Identify and assess customers’ needs to ensure there are met or exceeded. Provide accurate, valid, and complete information by using the right methods/tools Meet personal/customer service team efficiency targets Handle customer concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep accurate records of all customer interactions using our CRM software. Assist with reporting of the departments KPIs and performance metrics. Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers. Always maintain compliance to HIPAA (Health Insurance Portability and Accountability) privacy standards. Assist with administrative tasks as requested on a regular basis especially during non-peak call times. Assist with any other standard business tasks in support of the team as needed on a regular basis Should be able to understand and have a working knowledge of the necessary systems needed to complete the day-to-day job requirements Take all measures to address customer requests/complaints prior to escalating to Team Lead or Supervisor Answers and directs all incoming calls according to established guidelines. Feedback should be accurate and timely to avoid escalations Identify and implement opportunities to enhance a customer’s experience **REQUIRED SKILLS** Proven customer support experience or experience as a client service representative Highly responsible and self-motivated Disciplined worker who can stay focused and engaged while working from home Strong phone contact handling skills including active listening and patience Familiarity with CRM systems and practices Solid knowledge of Microsoft Office Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively. Flexible and willing to help as needed in other areas of the business Administrative management careers, or a Degree in Communications, or related fields Excellent Attitude: Diligent and positive attitude, willing to go the extra mile and risks while being a team player and you are resilient in the face of challenges Critical thinker with a strong analytical skillset Creative: Tailoring the right solution for a variety of customer requests Record keeping and data entry Must thrive on change and problem-solving, handles stressful situations calmly, and multitasks Ability to work in a fast-paced environment Compensation**: $1,100 (USD) Monthly** Schedule: Monday to Friday from 8:00 AM - 5:00 PM EST **However, as an exempt employee, you may be required to work beyond these hours from time to time to fulfill your responsibilities as may be necessary.** Internet and computer must be covered by the employee **Salary**: From $4,500,000 per month Application Question(s): - Have you lived in the USA? How long did you live there? **Education**: - Bachelor's (required) **Experience**: - USA-based remote job: 2 years (required) **Language**: - English with minimum accent (required)