Customer Service Advisor 

Location: Remote Call Center 

Join Us as a Customer Service Advisor 

Are you someone who enjoys helping people, solving problems, and creating positive experiences—even when the situation is challenging? 

As a Customer Service Advisor, you’ll support customers with a variety of questions, concerns, account needs, order related questions or problems, products, services, and other customer experience needs while delivering exceptional service. 

This role requires more than simply following a script or providing a quick answer. You’ll need to listen carefully, understand the customer’s needs, ask relevant questions, use available resources, and take ownership of each interaction to help drive toward the best possible solution. 

We’re looking for individuals who are customer-focused, dependable, adaptable, curious, and comfortable working in a fast-paced, performance-driven remote contact center environment. 

What You’ll Be Doing 

Deliver Exceptional Customer Experiences 

• Support customers by phone while providing clear, professional, and personalized assistance. 

• Build rapport and create meaningful connections by demonstrating empathy, active listening, and genuine interest in the customer’s needs. 

• Adapt your communication style based on the customer and situation. 

• Take ownership of the customer experience from the beginning of the interaction through resolution or appropriate next steps. 

• Set clear expectations and ensure customers understand the solution, available options, and best path forward. 

• Look for opportunities to turn routine customer interactions into positive, memorable experiences. 

Understand Customer Needs & Resolve Concerns 

• Assist customers with questions or concerns related to products, services, orders, accounts, billing, delivery, policies, and other customer service needs. 

• Ask effective discovery and probing questions to fully understand the customer’s reason for contacting us. 

• Listen for both the customer’s stated need and additional concerns that may need to be addressed. 

• Use critical thinking and sound judgment to identify the most appropriate solution rather than relying solely on scripted responses. 

• Research and navigate available resources to provide accurate, real-time information and solutions. 

• Explore appropriate options and make every reasonable effort to resolve the customer’s concern during the interaction. 

• Escalate concerns appropriately when additional support is required. 

Create Meaningful Customer Connections 

• Demonstrate empathy by recognizing the customer’s situation, concerns, and emotions. 

• Personalize conversations rather than delivering transactional or scripted interactions. 

• Show enthusiasm and engagement when customers are excited about a purchase, product, or experience. 

• Maintain professionalism and composure when assisting frustrated or dissatisfied customers. 

• Use positive positioning to confidently communicate solutions, options, and next steps. 

• Balance efficiency with providing a complete and meaningful customer experience. 

Navigate a Fast-Paced Customer Service Environment 

• Work efficiently across multiple systems, applications, and knowledge resources while maintaining an engaging customer conversation. 

• Accurately document customer interactions and follow required workflows. 

• Learn new products, services, processes, policies, promotions, and tools quickly. 

• Apply available information and resources across a variety of customer situations. 

• Adapt to frequent changes in processes, customer needs, and business expectations. 

• Maintain focus and accuracy while managing multiple tasks simultaneously. 

Demonstrate Accountability & Continuous Improvement 

• Work within clearly defined expectations for customer experience, quality, resolution, efficiency, attendance, schedule adherence, and other performance measures. 

• Respond positively to frequent coaching and performance feedback. 

• Take ownership of individual performance and demonstrate measurable, sustained improvement following coaching. 

• Apply feedback quickly and consistently during customer interactions. 

• Follow required processes, documentation standards, policies, and workflows. 

• Maintain reliable attendance and adherence to your assigned work schedule. 

Collaborate With Your Team 

• Partner with fellow specialist, Team Leaders, and support teams to share knowledge and identify solutions. 

• Ask for assistance when appropriate while continuing to develop independent decision-making and problem-solving skills. 

• Share best practices and contribute positively to team performance. 

• Support a collaborative environment focused on delivering an exceptional customer experience. 

You’ll Be Successful in This Role If You 

• Genuinely enjoy helping people and creating positive customer experiences. 

• Listen to understand rather than simply listening to respond. 

• Ask thoughtful questions before determining a solution. 

• Can identify what a customer needs even when they may not clearly explain it. 

• Build natural rapport and make customers feel heard, understood, and valued. 

• Demonstrate empathy without losing ownership or direction of the interaction. 

• Remain professional, patient, and composed during difficult or emotionally charged conversations. 

• Take ownership and make every reasonable effort to resolve customer concerns. 

• Think critically and use available resources to make informed decisions. 

• Are comfortable being measured against performance expectations and receiving regular coaching. 

• Apply feedback quickly and demonstrate improvement. 

• Can work independently without constant supervision. 

• Are dependable and consistently available for your assigned schedule. 

• Can manage multiple applications and resources without losing focus on the customer. 

• Adapt well to change and remain flexible as business needs evolve. 

What We’re Looking For 

Customer Service & Communication 

• Experience in customer service, call center, retail, hospitality, or another customer-facing environment preferred. 

• Strong verbal and written communication skills. 

• Strong active-listening skills and the ability to identify customer needs through effective questioning. 

• Ability to explain information, policies, processes, and solutions clearly and confidently. 

• Ability to adjust communication based on the customer and situation. 

• Ability to build rapport and create a natural, personalized conversation. 

Critical Thinking & Problem Solving 

• Strong ability to identify problems, gather relevant information, and determine appropriate solutions. 

• Ability to work through unfamiliar customer situations using available information and resources. 

• Demonstrated judgment and decision-making skills. 

• Ability to consider multiple solutions and determine the best available option for the customer. 

• Ability to balance customer needs with company policies and procedures. 

Customer Ownership & Empathy 

• Strong customer-first mindset with a willingness to take ownership of each interaction. 

• Ability to recognize customer emotions and respond with genuine empathy. 

• Comfortable assisting customers who may be frustrated, confused, or dissatisfied. 

• Ability to de-escalate challenging interactions while remaining professional and solution-focused. 

• Commitment to providing a complete experience rather than simply completing a transaction. 

Learning Agility 

• Ability to quickly learn detailed information and apply it in different customer situations. 

• Strong information retention and ability to connect previous learning to new scenarios. 

• Comfortable with ongoing training, process updates, new products, policy changes, and evolving customer needs. 

• Willingness to independently use available resources to find accurate information. 

Resilience & Coachability 

• Ability to remain composed and productive during high-volume periods and challenging customer interactions. 

• Open to frequent feedback, coaching, and performance discussions. 

• Demonstrates accountability for individual results. 

• Willing and able to adjust behaviors based on coaching and performance feedback. 

• Maintains a positive, professional approach when priorities or expectations change. 

Remote Work Discipline 

• Ability to work independently in a structured remote contact center environment. 

• Strong time-management and organizational skills. 

• Ability to consistently meet attendance, schedule, quality, and performance expectations. 

• Ability to maintain a professional, distraction-free workspace while working. 

• Dependable and prepared to begin work and return from scheduled breaks at assigned times. 

What You Bring 

• Customer service or other customer-facing experience preferred. 

• Strong communication and active-listening skills. 

• Strong empathy and relationship-building skills. 

• Critical-thinking and problem-solving ability. 

• Comfort navigating multiple software tools, systems, and resources. 

• Strong reliability and personal accountability. 

• Ability to learn quickly and retain detailed information. 

• Ability to adapt to changing priorities, processes, products, and customer needs. 

• Confidence handling challenging customer conversations. 

• A customer-first mindset with a strong sense of ownership. 

What You’ll Receive 

• Competitive Pay: $17.31 per hour, with opportunities for performance-based incentives. 

• Comprehensive Benefits: Medical, dental, and vision insurance options. 

• Paid Training: Comprehensive training designed to prepare you for success in the role. 

• Referral for Life Program: Opportunities to earn ongoing referral bonuses for eligible employee referrals. 

• Career Growth: Opportunities for advancement, professional development, and leadership career pathways. 

• Supportive Remote Environment: A collaborative virtual team focused on continuous learning, development, and success. 

• Inclusive Culture: VXI is an Equal Opportunity Employer, including individuals with disabilities and veterans. 

Why You’ll Love Working Here 

At VXI, we recognize that great customer experiences start with great people. You’ll be part of a team that values customer connection, empathy, accountability, continuous learning, and personal growth. 

This is an opportunity to strengthen your customer service, communication, critical-thinking, problem-solving, and relationship-building skills while developing a career in a fast-paced customer experience environment. 

Every customer interaction is an opportunity to make a difference. Whether you’re answering a question, resolving a concern, helping with an order, or supporting a frustrated customer, your goal is to ensure the customer feels heard, valued, and confident in the path forward. 

If you enjoy connecting with people, solving problems, taking ownership, and creating exceptional experiences, we’d love to hear from you. 

Apply today to join VXI as a Customer Service Advisor and help us create extraordinary customer experiences.