Senior Customer Service Representative

We are a small, self-funded team building a booking app for independent salons and tattoo studios. Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This role is fully remote within the US. Most communication happens in Slack, with short video calls when needed.

KEY RESPONSIBILITIES:

• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately

WHAT YOU'LL NEED:

• 5-7 years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills
• Must pass a background check

Job Type: Full-time

Pay: $23.00-$28.50 per hour

Expected hours: 36 - 40 per week

Benefits:

• Health insurance
• 401(k) matching
• Paid sick time
• Dental insurance
• Employee assistance program
• Disability insurance

Schedule:

• No weekends
• Day shift
• 8 hour shift

Experience:

• Customer Service Representative: 4 years (Required)

Work Location: Remote

Start: Immediately.

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