Customer Service Representative

About the role

The Customer Service Representative at GoHiya focuses on improving customer resolution while supporting inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role ensures incomplete information is addressed before it leads to downstream rework, operating within contact center operations.

What helps you succeed

• Use Customer Support and Customer Service Representation confidently in contact center operations.
• Apply Quality Assurance without losing track of exceptions, owners, or deadlines tied to customer service representation.
• Document client communication decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around workflow, especially when escalation is required instead of assumption.

Responsibilities

• Coordinate the 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 enough 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.

Expected contribution

Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious. Success is measured by effective customer service representation within contact center operations.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

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