Customer Service Specialist

About the role

Improve customer resolution while supporting customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on specialized execution within customer support outsourcing, with decisions grounded in current records rather than memory or guesswork.

Responsibilities

• Coordinate the workflow by helping the team handle assigned customer or client requests.
• Review available case history before responding to ensure decisions are based on current records.
• Maintain workflow by resolving routine issues within approved authority.
• Track and document commitments and next actions for traceability.
• Escalate complex cases with sufficient context for the next owner.

Success Measures

Success is defined by current customer resolution, clear ownership of exceptions, and the ability for another authorized teammate to continue the work without reconstructing history.

Qualifications

• Confident use of Queue Management and Knowledge Base tools.
• Ability to apply Multichannel Support without losing track of exceptions, owners, or deadlines.
• Clear documentation of Omnichannel Service Support decisions for seamless handoffs.
• Sound judgment in Help Desk Operations, particularly when escalation is required.

Role Details

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

Pay

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