Customer Support(Champion)

Customer Support
* Work Arrangement:100% Remote (Dedicated home office required)

Work Arrangement:100% Remote (Dedicated home office required)
* Target Sourcing Location:Offshore talent pools with high English proficiency (e.g., South Africa, Latin America, Philippines)

Target Sourcing Location:Offshore talent pools with high English proficiency (e.g., South Africa, Latin America, Philippines)
* Working Hours:Full-Time | Monday – Friday | Standard US Business Hours (e.g., 8:00 AM – 5:00 PM EST / CST)

Working Hours:Full-Time | Monday – Friday | Standard US Business Hours (e.g., 8:00 AM – 5:00 PM EST / CST)
* Target Salary:$1,500 - $2,000

Target Salary:$1,500 - $2,000
* Hiring Timeline:3-Week Target (Week 1: Sourcing & Screening; Week 2: Assessments & Interviews; Week 3: Offer & Onboarding)

Hiring Timeline:3-Week Target (Week 1: Sourcing & Screening; Week 2: Assessments & Interviews; Week 3: Offer & Onboarding)

About the Company

Our client is a fast-growing, service-focused business committed to delivering a seamless, high-touch experience to every client. The team values strong customer relationships, clear and proactive communication, and well-organized operations. As the company continues to scale, they are adding a dedicated Customer Champion to manage incoming calls, client communications, and appointment scheduling.

Role Overview

We are seeking a dedicated, enthusiastic, and highly organizedCustomer Championto serve as the primary point of contact for clients. In this remote role, you will be responsible for handling inbound calls, managing email correspondence, resolving client inquiries, and coordinating daily scheduling to keep business operations running smoothly.

The ideal candidate is a proactive communicator with excellent problem-solving skills, strong technical agility, and a genuine passion for delivering exceptional customer service.

Key Responsibilities

1. Phone Support & Inbound Care
* Answer incoming phone calls promptly, professionally, and warmly.
* Address customer inquiries and provide clear, accurate information using a solution-oriented approach.
* Efficiently resolve issues on the spot, escalating complex cases to management when necessary.
* Maintain a welcoming, empathetic, and reassuring phone presence on every call.

2. Client Communication & Support
* Manage all client email correspondence and digital communication channels with speed and accuracy.
* Follow up with clients to ensure all questions, concerns, or requests are fully resolved.
* Maintain meticulous, up-to-date records of client interactions, notes, and log histories in the CRM.

3. Scheduling & Calendar Management
* Coordinate and maintain complex appointment calendars for services, meetings, and team members.
* Proactively confirm, reschedule, and update appointments to optimize time and resources while accommodating client preferences.
* Monitor calendars daily to prevent scheduling conflicts, double bookings, or missed appointments.

Required Qualifications & Skills
* Experience:1+ years of prior experience in customer service, call center operations, client support, or virtual administrative roles.
* Communication:Exceptional verbal and written English skills with strong conversational fluency.
* Typing Speed:Proven typing speed of at least50 WPMwith high accuracy.
* Technical Proficiency:High comfort with digital platforms, including email management, calendar systems, cloud office suites, and CRM tools.
* Organization & Prioritization:Strong time-management skills with the ability to balance multiple urgent tasks in a fast-paced setting.
* Remote Setup:Dedicated, quiet home workspace, reliable high-speed internet connection (minimum 25 Mbps), and a noise-canceling USB headset.

Preferred Qualifications
* Experience in high-volume phone call and email environments.
* Prior experience with CRM software (e.g., Salesforce, HubSpot, ActiveCampaign) and VoIP systems (e.g., RingCentral, Aircall).
* Demonstrated ability in team calendar and appointment coordination.

Software & Tools Used
* VoIP / Phone Systems:Aircall, RingCentral, or similar cloud phone software
* Email & Calendar:Google Workspace (Gmail, Google Calendar) / Microsoft 365 (Outlook, Outlook Calendar)
* CRM & Support:HubSpot, Salesforce, Zendesk, or internal scheduling systems
* Productivity:Google Docs, Sheets / Microsoft Word, Excel

Key Success Metrics (KPIs)
* First Response Time (FRT) and Resolution Time for incoming calls and emails.
* Client satisfaction (CSAT) ratings and quality assurance scores.
* Scheduling accuracy (zero double-bookings or missed appointments).
* Data accuracy and completeness in client communication logs.