Residential Customer Service Representative

POSITION SUMMARY

The Customer Service Representative is responsible for assisting customers through phone and email interactions. This role develops and maintains positive customer relationships and collaborates with various internal departments to ensure customer requests and inquiries are resolved accurately, professionally, and in a timely manner.

KEY RESPONSIBILITIES

The essential functions include, but are not limited to, the following:

• Deliver an exceptional customer experience by portraying a positive company image and engaging in professional, courteous, and friendly communication with customers, achieving expected KPI results for CSAT, AHT and Quality.
• Maintain a high level of knowledge and proficiency regarding company products, services, policies, and procedures.
• Accurately complete and maintain all required customer account documentation.
• Research and resolve billing discrepancies on customer accounts and statements.
• Follow established escalation procedures, when appropriate, to ensure prompt issue resolution.
• Respond to and assist with customer inquiries, concerns, and service requests.
• Perform other duties and responsibilities as assigned.

QUALIFICATIONS

• Minimum of 2 years of customer service or call center experience supporting U.S.-based customers in a high-volume call environment.
• English proficiency at a minimum B2 level with Strong verbal and written communication skills.
• Excellent customer service and relationship building skills.
• Strong multitasking, organizational, and prioritization abilities.
• Proven ability to work effectively in a collaborative team environment.
• Proficiency and experience using customer service software, CRM systems, and Microsoft Office applications.

WHY BROADVOICE

🚀 Grow Your Career

Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

🏡Enjoy Flexibility

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

🤝 Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

🌟 Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.