Customer Service Representative

#Boost2025

Gordian Staffing, A New Way of HR.

We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.

About Our Client

Our client is a local construction company in Baltimore, USA, specializing in roofing and restoration. They are driven by a desire to complete impactful projects that strengthen the community and provide clients with security and peace of mind. They believe in being as transparent as possible in everything they do, from the first conversation to the final touches on a project. Their goal is to honor their clients and create relationships that last a lifetime.

Job Title: Customer Service Representative

Job Responsibilities & Tasks

Our customers are mostly friendly, looking to get home improvement, deck and roofing services. After we get a rain storm or high winds, our call volume spikes with more panicked callers looking for repairs. Also, we receive about 6 after hours calls or web contacts that have to be attended to in the morning. Typical call volume is around 30 incoming calls a day with 20% being sales, vendors, and/or spam.

Key Responsibilities

• Intaking customer calls
• Setting appointments for estimates or service
• Entering customer info into CRM
• Forwarding calls as needed
• Outbound calls from missed call log and web contact
• Outbound calls for appointment setting
• Uploading documents to customers’ files in CRM (Acculynx)

What We Offer

• Competitive Salary (Based on experience)
• Remote Work
• 13th Month Pay
• Medical Care Allowance / HMO
• Holiday Bonus
• Paid PTOs

Schedule

Monday to Friday

Standard: 9:00 pm – 6:00 am MNL Time

Daylight: 8:00 pm – 5:00 am MNL Time

• Excellent communication skills in both verbal and written (as you will be assisting customers over the phone and doing admin tasks)
• Has a High School diploma with 2 or more years of experience in Customer Service assisting English-speaking customers. (for college level, at least 1 year of CSR experience)
• Showing excitement, empathy, and providing assurance when customers call are highly valuable skills.
• Can hold a lively and dynamic conversation with customers
• Amenable to work on a graveyard shift

Your Device Must Comply With The Following Specifications

• Operating systems: Windows 10/11 or MacOS
• CPU: 1.8 GHz or faster processor
• RAM: 2 GB or more
• Hard drive: 128 GB or more (preferably Solid State Drive)
• Min. 50 Mbps Internet Speed