The Customer Service Representative will provide responsive support to users via phone, chat, and email while managing tickets from intake to resolution. They are responsible for maintaining high customer satisfaction scores, adhering to service level agreements, and documenting all interactions accurately.
Customer Service Representative Location: Colombia, Remote About Furnished Finder: Furnished Finder is the leading two-sided marketplace for monthly furnished rentals, connecting landlords with renters seeking stays of 30 days or more. Our diverse tenant base includes traveling medical professionals, corporate contractors, digital nomads, relocating families, academics, and more. With a growing network of 300,000+ listings and over 240,000 landlords nationwide, Furnished Finder helps renters find real homes in real communities—without booking fees or hidden costs. In 2025, Newsweek named Furnished Finder one of America’s Best Online Platforms, ranking us #1 in the Real Estate category. Founded in 2014, we continue to redefine flexible housing for the modern renter. Why Join Us When you join Furnished Finder, you’re joining a leadership team with 70+ years of combined experience across real estate and travel. As we enter our next phase of growth, we’re looking for curious, motivated self-starters who are excited to learn, build, and grow alongside an industry-leading team. With roles based in Austin, TX (our HQ) and remote opportunities available, we’re growing quickly—and we’d love to meet you.
Job Overview: The Customer Service Representative is responsible for delivering high-quality, responsive, and empathetic support to Furnished Finder users across multiple channels, including phone, live chat, and email. This role serves as the first point of contact for users, providing accurate information, troubleshooting assistance, and timely resolution to inquiries within established service level agreements. Tier CSRs are key to maintaining customer satisfaction, contributing to a seamless platform experience, and ensuring efficient operational flow by adhering to productivity and quality standards.
Key Responsibilities:
Customer Interaction & Case Management:
Respond promptly to user inquiries via inbound/outbound calls, chat, and email channels.
Manage customer tickets from intake to resolution while ensuring accuracy, professionalism, and empathy in every interaction.
Follow SOPs and knowledge base materials to guide users through standard troubleshooting and support workflows.
SLA & Productivity Compliance:
Meet or exceed individual benchmarks for response time, resolution time, and ticket handling volume.
Ensure cases are resolved within SLA targets and escalated appropriately when necessary.
Balance speed with service quality to maintain high customer satisfaction scores.
Quality Assurance & Continuous Improvement:
Participate in regular QA reviews and implement feedback to improve service consistency and accuracy.
Identify recurring customer pain points and escalate insights to Tier 2, QA, or Team Leads.
Stay informed of product updates, policy changes, and system enhancements to provide current and accurate support.
Documentation & System Use:
Accurately document customer interactions and resolutions in tools.
Use tagging, internal notes, and status updates to maintain clear and complete case histories.
Maintain adherence to internal protocols for tracking customer data, sensitive information, and callback logs.
Team Collaboration & Communication:
Actively participate in team huddles, knowledge sharing sessions, and feedback loops.
Collaborate with peers and team leads to ensure a unified approach to customer support.
Surface potential bugs, abuse cases, or fraud concerns through the appropriate escalation paths.
Qualifications:
English level B2+ or higher (spoken and written)
Minimum 6 months of consecutive customer service experience
Comfortable using computers, chat tools, and basic tech platforms
Strong communication, problem-solving, and multitasking skills
High School Diploma or equivalent, preferably Customer service certified
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Marketing Manager
★★★★★
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