Customer Service Representative (CSR)

Job Description

Position: Customer Service Representative (CSR)
Company: Empower Brands
Location: Remote (Work from Home)
Schedule: Monday–Friday, 8:00 AM – 5:00 PM (EST-CST-PST

About the Role

Empower Brands is seeking a full-time Customer Service Representative to serve as the primary point of contact for customers. This role is critical in delivering an outstanding customer experience by addressing inquiries, resolving concerns, and ensuring satisfaction throughout the customer journey.

This is an excellent opportunity to join a growing organization committed to service excellence and customer care.

Key Responsibilities

Customer Support & Inquiry Handling

• Respond to customer inquiries via phone, email, and text.
• Provide clear and accurate information about services, pricing, and next steps.
• Assist customers with service requests in a professional manner.

Issue Resolution & Complaint Management

• Handle customer complaints with empathy and professionalism.
• De-escalate situations and provide effective solutions.
• Escalate complex issues when necessary.

Ticketing & Documentation

• Create and update support tickets in the CRM.
• Document customer interactions and follow-up actions accurately.
• Maintain clear and updated customer records.

Service Follow-Up & Satisfaction

• Follow up with customers after service interactions.
• Support customer retention by ensuring positive service experiences.

Internal Coordination

• Communicate customer updates with internal teams.
• Support smooth service delivery and assist with administrative tasks as needed.

Qualifications

• Minimum 3 years of customer service experience (home services or related industries preferred).
• Strong verbal and written English communication skills.
• Ability to resolve customer issues calmly and efficiently.
• Experience using CRM platforms and customer support systems.
• Comfortable using VoIP systems such as RingCentral.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.

Requirements

• Professional and quiet remote work setup (PC) with reliable high-speed internet.
• Strong Zoom presence and polished communication skills.
• Ability to balance client interactions with administrative responsibilities.
• Submission of an introductory video is required as part of the hiring process.