Customer Service Representative

Customer Services Representative (Remote, Puerto Rico | English C1+) Employment Type: Full-Time Location: Remote (Puerto Rico) Operating Hours: Monday through Friday, 8:00 AM to 8:00 PM Eastern Time (ET) Daylight Saving Time Note: Puerto Rico does not observe Daylight Saving Time. As a result, the assigned schedule in Puerto Rico may shift approximately twice per year to remain aligned with Eastern Time (ET). Position Summary The Customer Services Representative supports service continuity through post-interaction follow-up, coordination of next steps, accurate documentation, and escalation of issues when required. This role requires strong customer service skills, attention to detail, and consistent adherence to defined procedures and documentation standards. Key Responsibilities Conduct post-interaction follow-up to confirm status, resolution, and next steps. Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable. Provide clarifications and resource navigation within the defined scope of the role. Capture customer feedback and document insights clearly and completely. Document all interactions, actions taken, and outcomes in authorized systems. Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability. Required Qualifications U.S. Citizenship required. Advanced English proficiency (CEFR C1 or higher), written and spoken. Education: High school diploma or equivalent (4th year completed). Prior experience in customer service, contact center operations, case coordination, or similar roles. Ability to produce accurate, consistent documentation and work within structured workflows. Comfort using systems such as CRM, ticketing tools, or case management platforms. Availability to work assigned shifts within the operating window and accept schedule adjustments related to ET alignment (DST impact). Residency Requirement (Public Trust Pre-Screen) To meet suitability processing requirements for this role, candidates must have lived in U.S. territory for the last 3–7 years (not required to be consecutive). Security Requirement (Mandatory) This position requires the ability to obtain and maintain a Public Trust determination. Any offer of employment is contingent upon successful completion of the required background check and suitability process. Compensation and Benefits Competitive pay Paid holidays Medical plan Paid vacation (PTO) Sick leave How to Apply Please submit: Updated resume Confirmation of full-time availability within the operating window (including ET alignment schedule changes) Completion of the English assessment when received Response to the U.S. citizenship question in the application Monday to Friday 8:00 am 4:30 pm / 11:30 am - 8:00 pm EST 40