Customer Support Representative

We are seeking a Customer Support Specialist to join our team and provide exceptional phone-based customer service. In this role, you will be responsible for handling inbound and outbound customer calls, answering questions, resolving issues, and delivering a positive, empathetic customer experience.

Shift Coverage:

Thursday-Monday, 12pm EST - 9pm EST, with 4-6 weeks of training on an M-F 9am EST - 6pm EST schedule before switching to their regular schedule.

This position is ideal for individuals with call center or high-volume phone support experience who are patient, professional, and strong communicators. The right candidates will be comfortable working in a fast-paced environment and navigating multiple systems while maintaining a calm, customer-first approach.

Key Responsibilities

• Handle inbound and outbound customer service calls in a professional and empathetic manner
• Respond to customer inquiries via phone, email, and chat as needed
• Accurately document customer interactions using internal systems or CRM tools
• Navigate multiple platforms to research, troubleshoot, and resolve customer issues
• Assist customers with account questions, requests, or next steps
• Proactively follow up with customers when necessary to ensure resolution
• Escalate complex issues appropriately and collaborate with internal teams
• Maintain a high level of customer satisfaction and professionalism at all times

Qualifications & Requirements

• Minimum 2 years of customer service experience, preferably in a call center or phone-based support role
• Experience handling high call volumes or multi-line phone systems preferred
• Strong computer skills; experience with CRM systems is a plus
• Excellent verbal and written communication skills
• Demonstrated patience, empathy, and strong soft skills
• Ability to remain calm and professional in sensitive or emotional situations
• Strong attention to detail, time management, and organizational skills
• Adaptable and comfortable with changing processes or priorities
• Self-motivated, reliable, and coachable
• Professional demeanor and strong work ethic
• Reliable high-speed internet connection (50 Mbps or faster if remote)

Compensation & Benefits:

$10-$18 per hour, dependent on experience

Benefits include:

• Medical, dental, and vision offered
• Company paid short-term disability, long-term disability, AD&D, and life insurance
• 401(k) retirement plan offered
• Paid Time Off
• Paid Sick Leave
• 9 Paid U.S. holidays
• Referral program

Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law

Pay: $10.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Work Location: Remote