Customer Service Representative

About the role

Lorygen Group is adding a Customer Service Representative to work across digital presence, accessibility-focused services, customer support, marketing, content, project coordination, and technology-enabled delivery. The Customer Service Representative will help customers resolve questions and service issues through clear, timely support. The opening is full time, fully remote, and open to candidates based in Maryland.

Responsibilities

• Respond to customer or client questions related to digital presence, accessibility-focused services, customer support, marketing, content, project coordination, and technology-enabled delivery through approved phone, email, chat, or ticketing channels.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across digital services and customer delivery.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question while supporting digital services and customer delivery.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$45,000 - $52,500 per year

Schedule

Full time, 100% remote (Maryland-based candidates only).