Residential Customer Service Representative

About Broadvoice At Broadvoice, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues. Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos. Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture. 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.