Customer Service Virtual Assistant

• Answer inbound customer calls professionally and efficiently
• Assist customers with general inquiries and service-related concerns
• Provide information regarding billing, service timelines, and account matters
• Explain procedures and provide guidance
• Handle customer concerns professionally and empathetically
• Identify issues requiring escalation and provide next steps
• Process activation and deactivation requests
• Assist with login and account-access queries
• Document customer concerns and actions taken
• Follow up on escalated concerns when required
• Make outbound callbacks when necessary
• Follow up on unresolved inquiries
• Respond to customer emails
• Maintain timely follow-up on pending concerns
• Update and maintain customer information in the CRM
• Perform accurate data entry and record updates
• Log customer interactions, inquiries, and outcomes
• Maintain organized and current customer records
• Assist with routine administrative and customer service tasks
• Deliver remote business support services to clients worldwide under a defined scope of work

• Customer service or call center experience required
• Inbound call-handling experience required
• Strong spoken and written English required
• CRM/data-entry experience required
• Experience handling billing or account-related inquiries preferred
• Experience processing service activations and/or deactivations preferred
• Telecommunications customer service experience strongly preferred
• Satellite, cable, internet, wireless, or similar industry experience is a strong advantage
• Experience handling customer escalations preferred
• Email-based customer support experience preferred
• HubSpot experience is a significant advantage
• Strong phone communication and active listening skills
• Accurate data-entry skills
• Ability to handle a high volume of customer inquiries
• Ability to explain billing, account, and service information clearly
• Ability to identify issues requiring escalation
• Ability to follow established processes
• Knowledge of 3CX Phone Dialer, provided by client
• Knowledge of CRM/customer management systems, email platforms, and basic data-entry tools
• Availability for 40 contracted hours per week, Monday through Friday
• Availability to work 12:00 PM–9:00 PM EST
• English language proficiency
• Must operate under a Master Services Agreement and Statement of Work as an independent contractor

• Competitive rates
• Weekly payments
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• Remote work
• Flexible scheduling subject to mutual agreement and client requirements