[Hiring] Customer Service Representative I @Axon River LLC

Role Description

The Customer Service Representative I (CSR I) provides frontline customer service and support in a remote contact center environment. The CSR I responds to customer inquiries, provides accurate information, resolves routine issues, documents customer interactions, and escalates matters when appropriate.

This is a full-time, remote position; however, candidates must reside within Hidalgo County or Cameron County, Texas. Applicants residing outside of the designated hiring area will not be considered for this position.

Essential Duties and Responsibilities

• Respond to inbound customer inquiries by telephone and other approved communication channels.
• Provide accurate and professional information regarding applicable programs, services, policies, processes, and procedures.
• Assist customers with routine questions, requests, and issue resolution within established guidelines.
• Research customer inquiries using approved internal systems, knowledge bases, scripts, standard operating procedures, and other resources.
• Accurately document customer contacts, actions taken, and outcomes in designated systems.
• Escalate complex, sensitive, or unresolved customer issues to the appropriate supervisor or designated support team.
• Follow established call-handling procedures, verification requirements, quality standards, and customer service protocols.
• Protect confidential, sensitive, proprietary, and personally identifiable information in accordance with company and client requirements.
• Maintain a professional and secure remote work environment.
• Meet established productivity, quality, attendance, schedule adherence, and customer service performance expectations.
• Participate in required virtual training, coaching sessions, team meetings, and performance-development activities.
• Maintain current knowledge of applicable program requirements, policies, procedures, and system updates.
• Follow all company, client, information-security, and remote-work policies.
• Perform other related duties as assigned.

Requirements

• Maintain a dedicated, professional, and distraction-free workspace suitable for handling customer interactions.
• Maintain reliable high-speed internet service that meets company and client technical requirements.
• Have access to a wired Ethernet connection when required.
• Maintain reliable electrical service and an appropriate work environment during scheduled working hours.
• Use company-issued or company-approved equipment in accordance with established policies.
• Follow all information-security, confidentiality, privacy, and equipment-security requirements.
• Ensure that company equipment and confidential information are protected from unauthorized individuals.
• Report to work remotely and remain available throughout the employee's assigned schedule, except during approved breaks and meal periods.

Work Schedule

• This is a full-time position. Employees must be available to work their assigned schedule based on operational and client needs.
• Work schedules may include varying shifts and, depending on program requirements, may include evenings, weekends, and/or holidays.
• Regular and reliable attendance, punctuality, and adherence to the assigned work schedule are essential functions of the position.

Physical Requirements

• This is primarily a sedentary position involving prolonged sitting.
• Extended computer and telephone use.
• Frequent keyboarding and data entry.
• Ability to communicate clearly by telephone and electronically.
• Ability to view and navigate computer screens and multiple applications for extended periods.
• Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law.

Equal Employment Opportunity

The Company is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to any status protected by applicable federal, state, or local law.