Outbound Customer Service Representative

About the role

Take ownership of customer resolution within inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The position applies outbound customer service representation within contact center operations to live work, making accuracy and traceable follow-through more important than superficial speed.

Responsibilities

• Coordinate the Outbound Customer Service Representative workflow by helping the team document commitments and next actions.
• Review the workflow by helping the team escalate complex cases with enough context for the next owner.
• Maintain the workflow by helping the team handle assigned customer or client requests.
• Track the workflow by helping the team review available case history before responding.
• Own the workflow by helping the team resolve routine issues within approved authority.

Skills

• Use Issue Resolution and Service Recovery confidently when carrying out outbound customer service representation.
• Apply Customer Experience without losing track of exceptions, owners, or deadlines.
• Document decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Customer Service, especially when escalation is required instead of assumption.

Quality Standard

Quality is visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed. For GoHiya, that result is measured through outbound customer service representation within contact center operations.

Position Details

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

Pay

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