Serve as first point of contact across phone, email, and chat; resolve inquiries, process orders/returns/refunds, record interactions in CRM, escalate complex issues, meet performance metrics, and provide feedback for process improvements while maintaining a professional remote workspace.
We are seeking a friendly, patient, and solution-oriented Remote Customer Service Representative to serve as the first point of contact for our customers. The ideal candidate is an excellent communicator who can handle inquiries, resolve issues, and ensure a positive experience across phone, email, and/or chat channels.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, live chat, and/or social media
- Address customer questions, concerns, and complaints, providing accurate information and effective solutions
- Process orders, returns, exchanges, refunds, or account changes as needed
- Maintain detailed and accurate records of customer interactions in the CRM system
- Escalate complex or unresolved issues to the appropriate department or supervisor
- Follow up with customers to ensure their issue was resolved satisfactorily
- Meet or exceed individual and team performance metrics (response time, resolution time, customer satisfaction scores)
- Stay current on product/service knowledge, policies, and promotions
- Identify recurring issues and provide feedback to management for process improvement
- Maintain a positive, empathetic, and professional attitude toward customers at all times
Required Qualifications
- High school diploma or equivalent required
- 1+ years of customer service experience preferred
- Excellent verbal and written communication skills
- Strong problem-solving skills and ability to remain calm under pressure
- Proficiency with CRM software, help desk platforms, or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk)
- Comfortable using multiple communication channels (phone, email, chat)
- Ability to multitask and manage time effectively in a remote setting
- Reliable high-speed internet connection and a quiet, professional home workspace
- Basic computer proficiency (Microsoft Office, Google Workspace)
Preferred Qualifications
- Experience in a call center or high-volume customer service environment
- Bilingual candidates a plus
- Prior remote work experience
Work Environment
- Fully remote position
Shift-based scheduling (may include evenings, weekends, or holidays depending on business needs)
Compensation & Benefits
- Competitive hourly rate
- health insurance, PTO, performance bonuses
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
