Remote Customer Service Representative - 6 Month Contract

About EPG Group and Role Overview

EPG Group is a global front-runner in workforce solutions, collaborating with cutting-edge organizations to supply outstanding talent worldwide. Partnering with a Fortune 500 global enterprise known for its rich legacy, operational excellence, and business commitment, EPG offers this temporary customer service opportunity.

Role Specifics

• Start Dates: September 14th and October 5th
• Length of contract: 6 months
• Schedule: Full-time, 40 hours weekly
• Position Type: Remote W2 Contract

Job Description

As a Temporary Customer Service Representative (CSR-T), you will act as a vital link between customers and the company, enhancing customer relations by offering top-tier service. This role involves managing a large volume of inbound communications through phone, email, and chat, addressing a variety of questions, requests, and escalated issues while maintaining quality and timeliness.

Customer support is directed towards retail consumers in the US and Canada, ecommerce clients, wholesale customers across North America, with potential for additional channels based on customer needs.

Key Duties

• Provide outstanding service using multiple communication methods
• Efficiently handle and resolve customer inquiries concerning orders, returns, products, and account services
• Manage complex and escalated concerns with empathy, professionalism, and sound judgment
• Deliver solutions for service recovery and suggest proactive steps to bolster satisfaction and loyalty
• Ensure resolution follow-up and positive customer outcomes
• Collaborate across departments to manage complex issues and enhance service processes
• Maintain accurate records of customer interactions in CRM systems
• Conduct research using various databases to offer precise answers
• Authorize customer accommodations according to company policies, including refunds and promotional offers
• Meet all service level agreements, quality standards, and key performance metrics
• Support team onboarding and assist colleagues with challenging cases
• Handle customer data confidentially adhering to company policies and security protocols
• Participate in continuous improvement efforts around customer experience

Qualifications

• Between 1 and 3 years of customer service experience
• Preferably experience in retail or ecommerce customer service
• High school diploma or equivalent required
• Excellent verbal and written communication skills across various channels
• Strong interpersonal, problem-solving, and decision-making abilities
• Ability to manage escalations with patience and empathy
• Comfortable working in a fast-paced remote setting
• Proficient in Microsoft Office and quick to learn new customer service software
• Highly organized with multitasking capabilities
• Professional and customer-focused attitude in all interactions

Work Schedule and Environment

• Fully remote role within the United States
• Must be available during Eastern Standard Time hours
• Full-time 40-hour workweek with flexible shift hours between 9:00 AM and 9:00 PM, including weekends and holidays

Why Work Here?

This role offers the chance to support a globally recognized fashion and lifestyle brand remotely within a collaborative and customer-centric team. Ideal candidates are passionate about superior customer service and thrive under dynamic conditions.