Customer Service Representative
PULSE-MEDIA
Job Overview
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Job Description
Position Overview
PULSE-MEDIA is hiring a motivated and customer-focused Customer Service Representative to join a fully remote support team. This work-from-home role is ideal for individuals who enjoy helping customers, solving problems, and providing clear, friendly, and reliable support across digital communication channels.
What You’ll Be Doing
Customer Communication & Support: Respond to customer inquiries via email, chat, phone, or ticketing systems, provide accurate information regarding products, services, policies, and procedures, address customer concerns with patience and empathy, and maintain a professional tone.
Issue Resolution & Case Handling: Resolve routine customer issues by following documented processes, escalate issues when necessary, track cases from start to finish, and ensure timely follow-ups.
Documentation & Systems: Log customer interactions in CRM systems, maintain accurate records, update customer profiles, and follow data privacy standards.
Workflow & Quality Support: Meet response time and quality expectations, follow SLAs and quality guidelines, identify recurring issues, and contribute feedback for process improvements.
Team Collaboration & Learning: Work closely with remote teammates, participate in training sessions, adapt to new processes, and support continuous improvement.
Performance Expectations
Deliver consistently accurate and professional interactions, ensure reliable attendance, communicate clearly regarding issues, and maintain attention to detail in all customer communications.
Required Qualifications
Prior customer service experience is preferred. Strong written and verbal communication skills, computer proficiency, ability to follow standard operating procedures, and a customer-first attitude are essential. A reliable internet connection and suitable computer are required for remote work.
Preferred Skills (Nice To Have)
Experience with CRM systems, ticketing tools, live chat platforms; familiarity with email, chat, or phone-based support; strong organizational skills; and willingness to learn new tools and processes.
Work Environment & Schedule
This is a fully remote, work-from-home position offering flexible scheduling with options for full-time or part-time roles. Structured onboarding, comprehensive documentation, ongoing support, and performance feedback are provided.
Career Growth & Advancement
This role lays a strong foundation in customer support for career advancement into positions such as Senior Customer Support Specialist, Quality Assurance Analyst, Customer Success Manager, Trainer, or Operations Support Specialist.
Key Skills/Competency
- Customer Service
- Remote Work
- Customer Support
- CRM
- Ticketing Systems
- Communication
- Problem-Solving
- Documentation
- Workflow
- Team Collaboration
How to Get Hired at PULSE-MEDIA
- Customize your resume: Highlight relevant customer service experience.
- Research PULSE-MEDIA: Understand their remote work culture and processes.
- Showcase communication skills: Emphasize clarity and empathy in your application.
- Prepare examples: Demonstrate problem-solving and case handling.
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