Customer Service Representative :
Customer Support Representative Pay: $20.00/hr - $22.00/hr DOE Work Arrangement: Remote Employment Type: Part-time Schedule: Approximately 20-24 hours per week. Most hours are expected on weekends within 6:00 AM - 8:00 PM AZ/MT. Weekday coverage may include up to four hours within 2:00 PM - 8:00 PM AZ/MT. Training: Monday-Friday, 7:30 AM-4:00 PM during the first week and possibly the second week of mentoring. Help a 24/7 customer support center respond to calls, alarms, emails, chats, service requests, and work orders. You'll communicate clearly with callers, document issues accurately, and coordinate follow-up while working across multiple systems. The role is performed from a distraction-free home office. A laptop and other work equipment will be provided.
Key Responsibilities
Respond professionally to calls, alarms, emails, and chats involving facilities, utilities, municipal services, water and wastewater, sanitation, and related requests. Research questions, handle complaints, process requests, and identify issues that need prompt escalation. Enter, dispatch, update, and complete work orders; coordinate responses among customers, vendors, and internal teams. Write clear emails, chat responses, notes, and call reports while listening and entering information accurately. Handle difficult callers with patience and de-escalation skills; complete callbacks and follow up on unresolved issues. Support outbound contacts, document recurring trends, and report technical problems or work stoppages. Follow support-center procedures for training, attendance, productivity, and scheduled breaks.
Required Qualifications
High school diploma or GED. Two to four years of call-center or customer-service experience, or an equivalent combination of education and experience. Strong spoken and written communication, including cohesive emails and notes, sound grammar and spelling, and a clear speaking voice. Ability to handle difficult callers, de-escalate concerns, listen and enter data simultaneously, and maintain accuracy in a busy support environment. Ability to navigate approximately five to seven databases. Computer skills include MS Office and familiarity with CRM, telephony, and work-order or CMMS systems; the source names Salesforce and Maintenance Connection as examples. Professionalism, attention to detail, sound judgment, basic computer troubleshooting, and the ability to work independently without distractions. Availability for the expected weekend-heavy coverage and possible weekday hours described above, once exact shifts are confirmed. Stable internet service of at least 50 Mbps, a desk large enough for two 25-inch monitors, and an ergonomically correct chair.
Preferred Qualifications
College coursework or training beyond high school. Knowledge of facilities maintenance, utilities, city services, or water/wastewater operations. Work Authorization: Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of an employment visa at this time.