Customer Service Specialist

About the Role

Lorygen Group is adding a Customer Service Specialist to work across digital presence, accessibility-focused services, customer support, marketing, content, project coordination, and technology-enabled delivery. The Customer Service Specialist will help customers resolve questions and service issues through clear, timely support. This full-time, fully remote position is open to candidates throughout the United States.

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.
• 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 (United States)