Remote Customer Service Representative

This is a remote position.

VirtuallyinCredible is a rapidly growing virtual workplace, transforming from a single Virtual Assistant to a dynamic community of over 1,000 remote professionals. Our foundation is built on commitment, growth, and loving the work-life balance that remote employment offers. We seek passionate individuals ready to embody our commitment to excellence.

We are hiring a dedicated Remote Customer Service Representative to manage high-stakes client communications within our US Telecommunications portfolio. This role is crucial for maintaining exceptional client relationships by providing accurate information, resolving complex issues, and ensuring compliance across all interactions. If you thrive on problem-solving and excel at professional communication, this is your chance to make a measurable impact from your home office.

• Client Communication Management: Professionally manage inbound and execute outbound calls, serving as the primary point of contact for client needs and inquiries.
  

• Issue Resolution: Diagnose, troubleshoot, and resolve client complaints and technical/billing issues quickly and thoroughly, aiming for high first-call resolution rates.
  

• Information Accuracy: Deliver precise, up-to-date information regarding products, services, and policies in a clear, easy-to-understand manner.
  

• Compliance & Quality: Rigorously adhere to all client-specific Standard Operating Procedures (SOPs) and internal quality guidelines during every customer transaction.
  

• Performance Metrics: Consistently meet or surpass key performance indicators (KPIs) focused on efficiency, customer satisfaction scores (CSAT), and adherence to procedures.
  

• Knowledge Acquisition: Proactively manage personal professional development by staying current on all changes to SOPs, guidelines, and product features.
  

• Culture Alignment: Actively promote and demonstrate VirtuallyinCredible’s core values and professional standards in all business dealings.
  

• Minimum 2 years of experience in a call center environment, specifically handling inbound/outbound US Telecommunications voice accounts.
  

• Exceptional organizational, prioritization, and time management skills required to handle concurrent client interactions and administrative tasks.
  

• Demonstrated ability to work autonomously and proactively address challenges with minimal supervision.
  

• Flawless verbal and written communication in English, with a professional American accent.
  

• A strong commitment to quality output and meticulous attention to detail.
  

• Willingness to work the Graveyard Shift
  

• Dedicated, quiet, and professional home office environment. (Must be free of ambient noise and distractions.)
  

• Minimum 10 MBPS (LAN connection required).
  

• Must have an active, reliable backup internet source.
  

• Dependable electricity with a power backup solution (e.g., UPS).
  

• USB Type Noise-Cancelling Headset for optimal audio quality.
  

• PC Processor: AMD Ryzen 3 2200/i3, Intel 8th gen/i5, or above.
  

• PC RAM: 12 GB RAM (Windows) / 8 GB RAM (Mac).
  

• Operating System: Windows 11, or macOS (Sequoia, Sonoma, Ventura, and Tahoe).