[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Jarvis Walker & Foster McKay is seeking customer-focused Customer Service Representatives to support a leading global retail and e-commerce organization. The role serves as a primary customer contact, handling inquiries about orders, products, returns, shipping, and accounts while resolving issues through phone, email, and chat. Representatives also document interactions, collaborate with internal teams, and contribute to customer experience and operational improvements.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Assist customers with orders, returns, exchanges, product questions, shipping, and account-related issues
• Resolve escalated customer concerns using empathy, sound judgment, and effective problem-solving skills
• Document all customer interactions accurately within CRM systems
• Collaborate with internal departments to resolve complex customer issues
• Follow up with customers to ensure concerns have been fully resolved
• Issue customer accommodations, such as electronic gift cards or credits, when appropriate
• Meet established service quality and productivity goals
• Utilize multiple systems and databases to research and resolve customer inquiries
• Support onboarding and knowledge sharing by assisting newer team members when needed
• Maintain compliance with company policies and data privacy/security standards
• Contribute ideas that enhance the overall customer experience and improve operational efficiency

Skills

• • 1–3 years of customer service experience required
• • High school diploma or equivalent required
• • Excellent verbal and written communication skills
• • Strong customer service mindset with a professional, empathetic approach
• • Ability to remain calm and effective when handling difficult or escalated situations
• • Strong problem-solving and decision-making skills
• • Comfortable working independently in a remote environment
• • Proficient with Microsoft Office and able to quickly learn new systems and software
• • Excellent organizational and multitasking abilities
• • Reliable attendance and flexibility to support varying schedules, including weekends and holidays
• • Ability to work collaboratively with cross-functional teams while maintaining a high level of customer satisfaction
• • Retail, e-commerce, or contact center experience is a plus

Benefits

• Temporary – Remote
• 100% remote position with occasional in-office work if business needs require.

Company Overview