Call Center Representative

About the role

The Call Center Representative at GoHiya improves customer resolution while supporting inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The focus is on call center service representation within contact center operations, ensuring incomplete information is addressed before it leads to downstream rework.

Quality Standard: Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious, all measured within call center service operations.

Working Strengths

• Use Account Review and Call Center Service Representation confidently in daily operations.
• Apply Call Center Representative Workflow without losing track of exceptions, owners, or deadlines.
• Document Customer Support decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Escalation Management, especially when escalation is required instead of assumption.

Responsibilities

• Coordinate the Call Center Representative workflow by helping the team resolve routine issues within approved authority.
• Review the workflow by documenting commitments and next actions.
• Maintain the workflow by escalating complex cases with sufficient context for the next owner.
• Track the workflow by handling assigned customer or client requests.
• Own the workflow by reviewing available case history before responding.

Employment Overview

Full-time, entry-level position. 100% remote within the United States.

Pay

Base salary: $44,000–$66,000 per year.