客户服务代表
Customer Service Representative
客户服务代表（远程，波多黎各 | 英语 C1+）
职位类型：全职
地点：远程（波多黎各）
工作时间：周一至周五，东部时间（ET）上午8点至晚上8点
夏令时说明：波多黎各不实行夏令时。因此，波多黎各的排班可能会每年大约调整两次，以保持与东部时间（ET）一致。
职位概述
客户服务代表通过交互后的跟进、下一步工作的协调、准确的记录以及必要时的问题升级来支持服务的持续性。该职位需要强大的客户服务技能、细致的关注和对既定流程和文档标准的一致遵循。
主要职责
- 进行交互后的跟进，确认状态、解决情况和下一步计划。
- 协调预约、重新安排和补救未完成的预约，视情况而定。
- 在角色定义的范围内提供澄清和资源导航。
- 捕获客户反馈并清晰完整地记录见解。
- 在授权系统中记录所有交互、采取的行动和结果。
- 识别未解决或复杂的案例，并按照既定程序进行升级，确保完整的可追溯性。
所需资格
- 需要美国公民身份。
- 高级英语能力（CEFR C1或以上），书面和口语。
- 教育：高中文凭或同等学历（已完成第四年）。
- 有客户服务、客服中心运营、案件协调或类似职位的经验。
- 能够制作准确、一致的文档，并在结构化的工作流程中工作。
- 熟悉使用CRM、工单工具或案件管理平台等系统。
- 能够在规定的班次时间内工作，并接受与ET对齐相关的排班调整（夏令时影响）。
居住要求（公共信任预审）
为满足此职位的适合性处理要求，候选人必须在过去3-7年内居住在美国领土（不要求连续）。
安全要求（强制性）
该职位需要具备获得并维持公共信任认定的能力。任何雇佣提议均以成功完成必要的背景调查和适合性流程为前提。
薪酬与福利
- 竞争性薪资
- 带薪节假日
- 医疗保险计划
查看英文原文
Customer Services Representative (Remote, Puerto Rico | English C1+)
Employment Type: Full-Time
Location: Remote (Puerto Rico)
Operating Hours: Monday through Friday, 8:00 AM to 8:00 PM Eastern Time (ET)
Daylight Saving Time Note: Puerto Rico does not observe Daylight Saving Time. As a result, the assigned schedule in Puerto Rico may shift approximately twice per year to remain aligned with Eastern Time (ET).
Position Summary
The Customer Services Representative supports service continuity through post-interaction follow-up, coordination of next steps, accurate documentation, and escalation of issues when required. This role requires strong customer service skills, attention to detail, and consistent adherence to defined procedures and documentation standards.
Key Responsibilities
- Conduct post-interaction follow-up to confirm status, resolution, and next steps.
- Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable.
- Provide clarifications and resource navigation within the defined scope of the role.
- Capture customer feedback and document insights clearly and completely.
- Document all interactions, actions taken, and outcomes in authorized systems.
- Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability.
Required Qualifications
- U.S. Citizenship required.
- Advanced English proficiency (CEFR C1 or higher), written and spoken.
- Education: High school diploma or equivalent (4th year completed).
- Prior experience in customer service, contact center operations, case coordination, or similar roles.
- Ability to produce accurate, consistent documentation and work within structured workflows.
- Comfort using systems such as CRM, ticketing tools, or case management platforms.
- Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact).
Residency Requirement (Public Trust Pre-Screen)
To meet suitability processing requirements for this role, candidates must have lived in U.S. territory for the last 3–7 years (not required to be consecutive).
Security Requirement (Mandatory)
This position requires the ability to obtain and maintain a Public Trust determination. Any offer of employment is contingent upon successful completion of the required background check and suitability process.
Compensation and Benefits
- Competitive pay
- Paid holidays
- Medical plan
- Paid vacation (PTO)
- Sick leave
How to Apply
Please submit:
- Updated resume
- Confirmation of full-time availability within the operating window (including ET alignment schedule changes)
- Completion of the English assessment when received
- Response to the U.S. citizenship question in the application
Monday to Friday 8:00 am 4:30 pm / 11:30 am - 8:00 pm EST
40Originally posted on Himalayas