Customer Service Representative – Tier I Support

Kreative Technologies, LLC

Customer Service Representative providing support in a remote call center environment. Handling inbound and outbound calls, resolving customer inquiries, and assisting with account access issues.

Posted 6/12/2026full-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle inbound and outbound calls in a call center environment while providing excellent customer service.
Answer customer inquiries via telephone and respond to requests using professional etiquette.
Log and update all customer interactions in the tracking system in accordance with call center procedures.
Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts.
Provide clients with role assignments for access into subsystems.
Reset passwords, reactivate IDs, and assist with account access issues.
Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts.
Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level.
Transfer calls (warm/cold) to appropriate staff following established call center procedures.
Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues.
Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials.
Perform other duties as assigned to support team and organizational goals.

Requirements

What you’ll need

High School Diploma or equivalent (GED)
Must be a U.S. Citizen eligible for a security clearance.
Experience supporting I.T./Helpdesk call centers preferred.
Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision
Excellent oral and written communication skills

Benefits

Comp & perks

Accommodations available for applicants with disabilities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

customer serviceproblem-solvinganalytical abilitiescreativityoral communicationwritten communicationindependenceattention to detailteam supportorganizational skills

Certifications

High School DiplomaGEDsecurity clearance eligibility