Customer Support Agent

Overview

JOB TITLE: Customer Support Agent

CAYUSE COMPANY: Cayuse Commercial Services, LLC

LOCATION: Remote

PAY RATE: $15.00-$17.00 per hour

EMPLOYEE TYPE: Full-Time Hourly Non-Exempt

The Work

The Customer Service Representative supports a high‑performing, centralized Business Operations Center by delivering professional, efficient, and timely service to customers across the United States. This role is responsible for responding to inquiries, fulfilling service requests, documenting customer interactions, executing a variety of operational tasks, and contributing to continuous improvement efforts within the center and Workplace Solutions environment.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

Key Responsibilities

• Receives customer inquiries and fulfills requests professionally, efficiently and timely. 
• Captures and documents details of all customer interactions in a work management tool (ServiceNow) or as determined by the client.
• Operates within established guidelines and procedures to independently deliver a full range of ACSC services including but not limited to: receiving customer calls, navigating on-line job aids, managing email correspondence, office services and reservations
• Performs a variety of “off-line” tasks related to general business operations of the center and Workplace Solutions
• Uses judgment to anticipate customer service needs, resolves routine issues and takes action accordingly and consistently provides high level of quality service.
• Identifies, resolves or escalates, and tracks issues.
• Recommends process improvements to enhance and improve service and overall performance.
• Helps new and developing team members.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• Requires a high school diploma or GED
• Prior call center experience is a plus
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Ability to follow instructions for logging into a computer and launching various applications.
• Foundation in Microsoft applications
• Ability to navigate the applications and programs utilized including opening and closing windows, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents.
• Speaks with clarity, and articulation, and is aware of own non-verbal communication.
• Effective listening skills including cognitive ability to locate and convey requested information
• Ability to successfully handle customer requests and documents in work management tools and applications
• Dependable and accountable 
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Delivery Manager

Working Conditions

• Professional office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range