Customer Support Representative (HS)
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<p><strong>CSR (Phone/Email)</strong></p>
<h4><strong>About Us</strong></h4>
<p>Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.</p>
<p></p>
<h4><strong>Position Overview:</strong></h4>
<p>As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.</p>
<h4><strong></strong></h4>
<h4><strong> Primary Responsibilities:</strong></h4>
<ul><li>Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.</li><li>Check to ensure that appropriate changes were made to resolve customers' problems.</li><li>Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.</li><li>Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.</li><li>Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.</li><li>Refer unresolved customer grievances to designated departments for further investigation.</li><li>Determine charges for services requested, collect deposits or payments, or arrange for billing.</li><li>Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.</li><li>Order tests that could determine the causes of product malfunctions.</li><li>Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.</li><li>Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.</li><li>Review insurance policy terms to determine whether a particular loss is covered by insurance.</li><li>Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.</li><li>Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.</li><li>Maintain Service contracts by scheduling service appointments with customers.</li><li>Schedule and coordinate all service/emergency calls as calls are received.</li><li>Respond to all messages left overnight.</li><li><strong>Maintain service contracts by scheduling service appointments with customer.</strong></li><li>Schedule and coordinate all service/emergency calls.</li><li>Respond to all messages left overnight.</li><li>Other duties as assigned.</li></ul>
<p></p>
<p></p>
<h4><strong>Qualifications</strong><strong>:</strong></h4>
<ul><li>6 plus months of experience in customer service-related field.</li><li>Microsoft Office skills</li><li>Communication, Written - Ability to communicate in writing clearly and concisely.</li><li>Communication, Oral - Ability to communicate effectively with others using the spoken word.</li><li>Accountability - Ability to accept responsibility and account for his/her actions.</li><li>Customer Oriented - Ability to take care of the customers’ needs while following company procedures.</li><li>Working Under Pressure - Ability to complete assigned tasks under stressful situations.</li><li>Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.</li><li>Detail Oriented - Ability to pay attention to the minute details of a project or task.</li><li>Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.</li><li>Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.</li><li>Organized - Possessing the trait of being organized or following a systematic method of performing a task.</li><li>Friendly - Ability to exhibit a cheerful demeanor toward others.</li><li>Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.</li><li>Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.</li><li>Accuracy - Ability to perform work accurately and thoroughly.</li><li>No schedule restrictions</li></ul>
<h4><strong>About Us</strong></h4>
<p>Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.</p>
<p></p>
<h4><strong>Position Overview:</strong></h4>
<p>As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.</p>
<h4><strong></strong></h4>
<h4><strong> Primary Responsibilities:</strong></h4>
<ul><li>Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.</li><li>Check to ensure that appropriate changes were made to resolve customers' problems.</li><li>Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.</li><li>Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.</li><li>Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.</li><li>Refer unresolved customer grievances to designated departments for further investigation.</li><li>Determine charges for services requested, collect deposits or payments, or arrange for billing.</li><li>Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.</li><li>Order tests that could determine the causes of product malfunctions.</li><li>Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.</li><li>Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.</li><li>Review insurance policy terms to determine whether a particular loss is covered by insurance.</li><li>Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.</li><li>Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.</li><li>Maintain Service contracts by scheduling service appointments with customers.</li><li>Schedule and coordinate all service/emergency calls as calls are received.</li><li>Respond to all messages left overnight.</li><li><strong>Maintain service contracts by scheduling service appointments with customer.</strong></li><li>Schedule and coordinate all service/emergency calls.</li><li>Respond to all messages left overnight.</li><li>Other duties as assigned.</li></ul>
<p></p>
<p></p>
<h4><strong>Qualifications</strong><strong>:</strong></h4>
<ul><li>6 plus months of experience in customer service-related field.</li><li>Microsoft Office skills</li><li>Communication, Written - Ability to communicate in writing clearly and concisely.</li><li>Communication, Oral - Ability to communicate effectively with others using the spoken word.</li><li>Accountability - Ability to accept responsibility and account for his/her actions.</li><li>Customer Oriented - Ability to take care of the customers’ needs while following company procedures.</li><li>Working Under Pressure - Ability to complete assigned tasks under stressful situations.</li><li>Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.</li><li>Detail Oriented - Ability to pay attention to the minute details of a project or task.</li><li>Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.</li><li>Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.</li><li>Organized - Possessing the trait of being organized or following a systematic method of performing a task.</li><li>Friendly - Ability to exhibit a cheerful demeanor toward others.</li><li>Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.</li><li>Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.</li><li>Accuracy - Ability to perform work accurately and thoroughly.</li><li>No schedule restrictions</li></ul>