Customer Service Representative – Email & Chat Support
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Job Description
Remote customer service representative supporting online shoppers through email and chat for TEKsystems. Resolving transaction issues, updating accounts, and escalating customer concerns.
Responsibilities:
- Respond to customer inquiries via email and chat
- Investigate and resolve customer concerns related to online shopping transactions
- Update customer accounts and maintain accurate documentation
- Research issues and determine appropriate resolutions
- Explain solutions clearly and professionally
- Escalate concerns when necessary
- Follow up to ensure customer satisfaction
- Identify trends and recommend process improvements
- Collaborate with internal teams to resolve customer concerns
- Work primarily through email-based communication (90%) and live chat support (10%)
- Complete remote training during the first two weeks of employment from 8:30 AM to 5:00 PM CST
Requirements:
- High School Diploma or GED
- 1-3 years of customer service experience
- Experience handling customer interactions through email and/or chat
- Strong internet navigation skills
- Familiarity with online shopping and internet-based retailers
- Basic keyboard shortcut knowledge (Ctrl+C, Ctrl+V, etc.)
- Minimum typing speed of 50 WPM
- Excellent written communication skills
- Strong attention to detail and documentation accuracy
- Reliable attendance and ability to work independently in a remote environment
- Must be available to work at least one weekend day each week
- Must work designated holidays, including Thanksgiving, Black Friday, Christmas Eve, and Christmas
- Dedicated, distraction-free workspace
- Reliable high-speed internet
- Ability to provide a current internet speed test
- Ability to provide a photo of their home workspace during the hiring process
- Must live in an approved state: California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Michigan, Minnesota, North Carolina, New Hampshire, New Jersey, New York, Oregon, South Dakota, Texas, Utah, Wisconsin, or Wyoming
- Attendance during training is mandatory
Benefits:
- Paid training conducted remotely
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
- Supportive, team-oriented culture
- Opportunity for long-term employment based on performance and business needs
- Growing department with advancement potential
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