Customer Service Representative II

Since 1964, the firm has grown through mergers with regional CPA practices. Remote work is fine outside busy season, and most people come in two or three days a week.

Job summary:

Foundrybound is hiring a Customer Service Representative II to work remotely from Bulgaria. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

What you'll be doing:

• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Look up orders, accounts and shipping status in the CRM and order system.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Minimum qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience.
• High school diploma or GED.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)

Preferred qualifications:

• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

$11.00 to $12.50/hr

Perks and benefits:

• Monthly payments via wire transfer or Wise.
• Paid in USD.
• Long-term engagement.
• Paid time off.

Candidates must be eligible to work in Bulgaria.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Foundrybound.