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Customer Service Representative
- New York, New York, United States
- New York, New York, United States
Über
This role supports day-to-day customer communications and issue handling across multiple channels, working closely with our operations team to ensure problems are resolved—not just acknowledged. This is a remote role requiring work during U.S. Central Standard Time (CST) hours.
POSITION SUMMARY We\'re looking for a reliable and independent Customer Service Representative to be the voice of Fido for our U.S.-based customers. In this role, you\'ll manage customer inquiries across multiple channels—email, phone, Slack, and text—ensuring every issue is handled with care and followed through to resolution. You\'ll be the bridge between our customers and operations team, using strong judgment to determine what you can resolve immediately and what needs further investigation. This position is perfect for someone who thrives on consistency, takes ownership of their work, and values clear communication and thorough follow-through in everything they do.
RESPONSIBILITIES
Customer Communication
Respond to customer inquiries via
email, Slack, phone, and text
Communicate clearly, professionally, and confidently with U.S.-based customers
Provide accurate updates and set realistic expectations
Ticket & Issue Management
Create support tickets accurately and consistently
Identify when issues require investigation vs. immediate resolution
Follow up with internal operations teams to ensure timely completion
Close the loop with customers once issues are resolved
Problem Solving & Judgment
Independently handle routine customer requests
Investigate service issues when needed
De-escalate customer concerns calmly and professionally
Apply approved service adjustments when appropriate (within guidelines)
Quality & Follow-Through
Ensure no customer issue is dropped or forgotten
Provide complete, thoughtful responses (not copy-paste templates)
Maintain clear internal notes and communication context for Ops
QUALIFICATIONS Must-Have
Excellent written and spoken English
Prior customer support experience (remote preferred)
Comfort handling phone calls with U.S. customers
Strong judgment and ability to work independently
Reliable internet, headset, and quiet work environment
COMPENSATION & BENEFITS Hourly Rate:
$4.00 - $6.50
Schedule
M-F, 12 pm - 9 pm
#J-18808-Ljbffr
Sprachkenntnisse
- English
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