Call Centre Agent, Inbound
ABOUT THE ROLE
In this fully remote role, you will handle inbound customer calls, answer questions, assist with service-related requests, and resolve issues whenever possible. You will be expected to communicate clearly, follow established procedures, and maintain a positive customer experience throughout every interaction.
WHAT YOU WILL DO
Handle inbound customer calls and respond to questions and requests
Resolve customer issues on first contact whenever possible
Provide accurate information about orders, services, and locations
Follow established procedures and escalation guidelines
Document customer interactions accurately in company systems
Escalate complex issues to the appropriate team
Meet established customer service and quality standards
Participate in coaching and call quality reviews
WHAT WE ARE LOOKING FOR
1+ year of call centre or phone-based customer service experience
Clear and professional spoken English
Strong communication and active listening skills
Customer-focused and patient approach
Ability to remain calm when handling challenging situations
Comfortable working with performance and quality standards
Good computer skills and ability to learn new systems
Reliable internet connection and suitable workspace for remote work
Ability to work the assigned schedule, including occasional weekends
Legally authorized to work in the United States
NICE TO HAVE
Experience in food service, hospitality, or retail
Bilingual English/Spanish skills
Experience with CRM or customer support systems
Previous experience handling high call volumes
COMPENSATION
$16-$22 per hour, depending on experience and qualifications.
Additional benefits and employment details will be discussed during the hiring process.
HIRING PROCESS
Application review → Initial conversation → Interview → Offer
Candidates will receive information about the next steps during the recruitment process.
EQUAL OPPORTUNITY
Bilgewater Group is an equal opportunity employer. We are committed to providing a workplace free from discrimination and value a diverse team with different backgrounds, experiences, and perspectives.
Location: Remote