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Customer Service Representative

pavagoSpringfield, ILJunior L3
Customer Service RepresentativesReceptionists and Information ClerksComputer User Support Specialists
Telemarketing Bureaus and Other Contact CentersCustom Computer Programming ServicesSoftware Publishers
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Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone
Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)
About the Role: We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels. This role is focused on:
  • Resolving issues quickly
  • Managing ticket queues efficiently
  • Maintaining strong customer experience
  • You’ll be the frontline voice of the company, ensuring every customer interaction is:
  • Clear
  • ProfessionalResolvedWhat You’ll OwnCustomer Support & Issue Resolution
  • Handle 50–100 daily tickets via:
  • ZendeskFreshdeskSalesforce Service Cloud
  • Respond across:
  • PhoneEmailLive chat
  • Social channels
  • Aim for first-contact resolution whenever possible
  • Escalate complex issues to Tier 2/technical teams
  • Ticket Management & SLA Ownership
  • Prioritize tickets based on urgency and SLA requirements
  • Maintain complete and accurate case notes
  • Monitor open tickets to ensure timely resolution
  • Keep backlog low and under control
  • Customer Communication
  • Communicate with empathy and professionalism
  • Ensure customers feel:
  • Heard
  • UnderstoodSupportedHandle high-volume workloads without compromising quality
  • Knowledge Base & Efficiency
  • Update internal knowledge base and FAQsCreate and refine:
  • Response templates
  • MacrosImprove resolution speed and consistency
  • Customer Feedback & Insights
  • Capture customer sentiment (CSAT, NPS)
  • Identify recurring issues and trends
  • Share insights with product/support teams
  • Collaboration & Escalation
  • Work closely with:
  • Product
  • EngineeringOperationsEnsure smooth resolution of complex cases
  • Provide feedback to improve systems and workflows
  • Compliance & Quality
  • Follow privacy and compliance standards (GDPR, HIPAA if applicable)
  • Maintain confidentiality of sensitive customer data
  • Ensure quality across all interactions
  • What Makes You a Strong FitYou are patient, empathetic, and solution-oriented
  • You communicate clearly under pressure
  • You can handle high ticket volumes without losing quality
  • You are organized and disciplined with follow-ups
  • You adapt quickly across tools and workflows
  • Required Experience & Skills1–2 years in:
  • Customer support
  • Call center
  • Service roles
  • Experience with ticketing tools like:
  • ZendeskFreshdeskSalesforce Service CloudStrong typing and multitasking ability
  • Proficiency in:
  • Google Workspace
  • Microsoft Office
  • Excellent written and verbal English communication
Nice to Have: Multilingual support capability Experience in:
  • SaaSE-commerce
  • HealthcareFinanceFamiliarity with KPI-driven environments
  • Exposure to:
  • ChatbotsAI support tools
  • What a Typical Day Looks LikeReview and prioritize ticket queue
  • Respond to customer inquiries across channels
  • Resolve issues or escalate when needed
  • Update knowledge base and documentation
  • Capture feedback and identify trends
  • Clear backlog and ensure SLA compliance
In short: You ensure every customer issue is resolved quickly, clearly, and professionally. Key Metrics (KPIs) First Contact Resolution (FCR) Average Handle Time (AHT) within SLACSAT / NPS scores (≥ 90% target) Ticket backlog within SLA limits Quality and consistency of responses Why This Role Stands OutHigh-volume, structured support environment Clear KPIs and performance visibility Cross-functional exposure (product, ops, engineering) Opportunity to grow into senior support or CX roles Remote flexibility with defined workflows
Interview Process:
  • Initial Phone ScreenVideo Interview with Pavago Recruiter
  • Practical Task (simulate support tickets)
  • Client Interview
  • Offer & Background Verification
  • Apply NowIf you:
  • Enjoy helping customers
  • Thrive in fast-paced support environments
  • Can handle high volume with consistency
  • This role is a strong fit.

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Level

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