客户服务代表
Customer Service Representative
客户服务代表
地点：哥伦比亚，远程办公
关于Furnished Finder：
Furnished Finder 是领先的双向市场，提供按月出租的家具齐全房源，将房东与寻求30天以上住宿的租客连接起来。我们的租户群体多样，包括出差的医疗专业人士、企业承包商、数字游民、搬迁家庭、学者等。我们拥有超过30万条房源信息，全国范围内有24万多房东，Furnished Finder 帮助租客在真实社区中找到真正的家——没有预订费用或隐藏成本。
2025年，Newsweek 将 Furnished Finder 评为美国最佳在线平台之一，在房地产类别中排名第一。自2014年成立以来，我们持续重新定义现代租客的灵活住房方式。
为什么加入我们
当你加入 Furnished Finder，你将加入一个拥有70多年房地产和旅游行业经验的领导团队。随着我们进入下一个增长阶段，我们正在寻找充满好奇心、积极主动的学习者，他们渴望与行业领先团队一起学习、构建和成长。我们设有德克萨斯州奥斯汀（我们的总部）的职位，也提供远程工作机会，我们发展迅速，期待与你见面。
职位概述：
客户服务代表负责通过电话、实时聊天和电子邮件等多种渠道，为 Furnished Finder 用户提供高质量、及时且富有同理心的支持。该职位是用户的第一接触点，提供准确的信息、故障排除帮助，并在既定的服务水平协议内及时解决查询。初级客服代表在保持客户满意度、提升平台体验以及确保高效运营流程方面起着关键作用，同时遵守生产率和质量标准。
主要职责：
· 客户互动与案件管理：
· 通过来电/外拨电话、聊天和电子邮件渠道及时响应用户咨询。
- 从接收案件到解决案件全程管理客户工单，确保每项互动都准确、专业且富有同理心。
- 根据标准操作流程和知识库材料，指导用户完成标准故障排除和支持流程。
- SLA 和生产力合规性：
- 达到或超越个人在响应时间、解决时间和工单处理量方面的基准目标。
- 确保案件在SLA目标内解决，必要时适当升级。
- 在速度和服务质量之间取得平衡
查看英文原文
Customer Service Representative
Location: Colombia, Remote
About Furnished Finder:
Furnished Finder is the leading two-sided marketplace for monthly furnished rentals, connecting landlords with renters seeking stays of 30 days or more. Our diverse tenant base includes traveling medical professionals, corporate contractors, digital nomads, relocating families, academics, and more. With a growing network of 300,000+ listings and over 240,000 landlords nationwide, Furnished Finder helps renters find real homes in real communities—without booking fees or hidden costs.
In 2025, Newsweek named Furnished Finder one of America’s Best Online Platforms, ranking us #1 in the Real Estate category. Founded in 2014, we continue to redefine flexible housing for the modern renter.
Why Join Us
When you join Furnished Finder, you’re joining a leadership team with 70+ years of combined experience across real estate and travel. As we enter our next phase of growth, we’re looking for curious, motivated self-starters who are excited to learn, build, and grow alongside an industry-leading team. With roles based in Austin, TX (our HQ) and remote opportunities available, we’re growing quickly—and we’d love to meet you.
Job Overview:
The Customer Service Representative is responsible for delivering high-quality, responsive, and empathetic support to Furnished Finder users across multiple channels, including phone, live chat, and email. This role serves as the first point of contact for users, providing accurate information, troubleshooting assistance, and timely resolution to inquiries within established service level agreements. Tier CSRs are key to maintaining customer satisfaction, contributing to a seamless platform experience, and ensuring efficient operational flow by adhering to productivity and quality standards.
Key Responsibilities:
·
Customer Interaction & Case Management:
· Respond promptly to user inquiries via inbound/outbound calls, chat, and email channels.
- Manage customer tickets from intake to resolution while ensuring accuracy, professionalism, and empathy in every interaction.
- Follow SOPs and knowledge base materials to guide users through standard troubleshooting and support workflows.
- SLA & Productivity Compliance:
- Meet or exceed individual benchmarks for response time, resolution time, and ticket handling volume.
- Ensure cases are resolved within SLA targets and escalated appropriately when necessary.
- Balance speed with service quality to maintain high customer satisfaction scores.
- Quality Assurance & Continuous Improvement:
- Participate in regular QA reviews and implement feedback to improve service consistency and accuracy.
- Identify recurring customer pain points and escalate insights to Tier 2, QA, or Team Leads.
- Stay informed of product updates, policy changes, and system enhancements to provide current and accurate support.
- Documentation & System Use:
- Accurately document customer interactions and resolutions in tools.
- Use tagging, internal notes, and status updates to maintain clear and complete case histories.
- Maintain adherence to internal protocols for tracking customer data, sensitive information, and callback logs.
- Team Collaboration & Communication:
- Actively participate in team huddles, knowledge sharing sessions, and feedback loops.
- Collaborate with peers and team leads to ensure a unified approach to customer support.
- Surface potential bugs, abuse cases, or fraud concerns through the appropriate escalation paths.
Qualifications:
· English level B2+ or higher (spoken and written)
- Minimum 6 months of consecutive customer service experience
- Comfortable using computers, chat tools, and basic tech platforms
- Strong communication, problem-solving, and multitasking skills
- High School Diploma or equivalent, preferably Customer service certified
Originally posted on Himalayas