L1 Customer Service Representative
GovAssist
contract
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $6 per hour
About the role
- Handle high‑volume inquiries: field inbound calls, ticketed emails, and live‑chat sessions with empathy and speed.
- Own first‑contact resolution: diagnose issues, provide step‑by‑step guidance, and close cases within SLA whenever possible.
- Document like a pro: log every interaction in our CRM with clear, concise case notes for seamless follow‑up.
- Escalate smartly: identify complex problems, add full context, and route to Tier 2 or specialist teams without delay.
- Spot opportunities: recognise upsell, cross‑sell, or retention moments and route leads to Sales when appropriate.
- Champion quality: follow company policies, data‑privacy rules, and QA checklists to maintain top CSAT scores.
- Collaborate & improve: share customer feedback with Product and Ops to eliminate pain points and enhance workflows.
Requirements
- 2+ years of phone, email, and chat support in a high‑volume environment.
- Fluent, confident English—both written and spoken.
- CRM & tech support platforms savvy (Zendesk, Atlassian, Slack, or similar).
- Calm under pressure, solution‑oriented, and passionate about customer happiness.
- Reliable home office, high‑speed internet, and the ability to work flexible shifts.
Benefits
- Fully remote with scheduled breaks and paid training.
- Performance bonuses.
- Growth pathways to senior support or team‑lead roles.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportfirst-contact resolutionissue diagnosiscase documentationupsellingcross-sellingdata privacy compliancequality assurance
Soft Skills
empathycommunicationproblem-solvingcalm under pressuresolution-orientedpassion for customer happinesscollaborationfeedback sharing