Customer Service Representative
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Job Description
Part-time remote Customer Service Representative serving Aspira’s outdoor-resources reservation platform. Handling reservations, permits, purchases, and customer inquiries for Maryland residents.
Responsibilities:
- Respond to inbound and outbound calls, providing clear and professional communication and resolving customer inquiries or issues
- Assist customers with reservations, ticketing, permits, and other services while following established processes
- Transfer customers to the appropriate department when needed
- Seek management support for complex issues or escalations
- Document customer interactions accurately according to company standards
- Update customer accounts and system information accurately
- Meet individual KPIs and support department customer service goals
- Adhere to company policies, procedures, and performance standards
- Complete required training and coaching within set timeframes
- Communicate with leadership and team members during shifts to ensure proper handoff of work
- Contribute to a positive team environment and support department goals
- Perform other duties as assigned to support the contact center
Requirements:
- Applicants must be legally authorized to work in the United States
- Aspira is unable to sponsor or take over sponsorship of employment visas, now or in the future
- Strong customer service skills with a professional, calm demeanor
- Ability to listen attentively, demonstrate empathy, and respond to customer needs
- Ability to build rapport with customers through friendly and professional interactions
- Proficiency in following scripts and documenting customer interactions
- Ownership and accountability in delivering exceptional service
- Strong verbal and written communication skills with excellent attention to detail
- High School Diploma or equivalent
- 1+ years of inbound contact center experience
- 2+ years of customer-facing experience in a service role
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
- Typing speed of 50+ words per minute
- Proficiency with telecommunication tools, chat, and SMS
- General internet skills and ability to use various online tools
- Flexible schedule, including evening or weekend hours
- Familiarity with contact center software such as Amazon Connect or Verint is a plus
Benefits:
- Fully remote work arrangement
- Part-time schedule of approximately 29 hours per week
- Required training and coaching
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