{"id":4289486,"url":"https://alion.io/job/pavago-customer-service-representative-24","title":"Customer Service Representative","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":205,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer 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Inbound Support, Tickets, Chat & Phone\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)\nAbout the Role\nWe’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.\nThis role is focused on:\nResolving issues quickly\nManaging ticket queues efficiently\nMaintaining strong customer experience\nYou’ll be the frontline voice of the company, ensuring every customer interaction is:\nClear\nProfessional\nResolved\nWhat You’ll Own\nCustomer Support & Issue Resolution\nHandle 50-100 daily tickets via:\nZendesk\nFreshdesk\nSalesforce Service Cloud\nRespond across:\nPhone\nEmail\nLive chat\nSocial channels\nAim for first-contact resolution whenever possible\nEscalate complex issues to Tier 2/technical teams\nTicket Management & SLA Ownership\nPrioritize tickets based on urgency and SLA requirements\nMaintain complete and accurate case notes\nMonitor open tickets to ensure timely resolution\nKeep backlog low and under control\nCustomer Communication\nCommunicate with empathy and professionalism\nEnsure customers feel:\nHeard\nUnderstood\nSupported\nHandle high-volume workloads without compromising quality\nKnowledge Base & Efficiency\nUpdate internal knowledge base and FAQs\nCreate and refine:\nResponse templates\nMacros\nImprove resolution speed and consistency\nCustomer Feedback & Insights\nCapture customer sentiment (CSAT, NPS)\nIdentify recurring issues and trends\nShare insights with product/support teams\nCollaboration & Escalation\nWork closely with:\nProduct\nEngineering\nOperations\nEnsure smooth resolution of complex cases\nProvide feedback to improve systems and workflows\nCompliance & Quality\nFollow privacy and compliance standards (GDPR, HIPAA if applicable)\nMaintain confidentiality of sensitive customer data\nEnsure quality across all interactions\nWhat Makes You a Strong Fit\nYou are patient, empathetic, and solution-oriented\nYou communicate clearly under pressure\nYou can handle high ticket volumes without losing quality\nYou are organized and disciplined with follow-ups\nYou adapt quickly across tools and workflows\nRequired Experience & Skills\n1-2 years in:\nCustomer support\nCall center\nService roles\nExperience with ticketing tools like:\nZendesk\nFreshdesk\nSalesforce Service Cloud\nStrong typing and multitasking ability\nProficiency in:\nGoogle Workspace\nMicrosoft Office\nExcellent written and verbal English communication\nNice to Have\nMultilingual support capability\nExperience in:\nSaaS\nE-commerce\nHealthcare\nFinance\nFamiliarity with KPI-driven environments\nExposure to:\nChatbots\nAI support tools\nWhat a Typical Day Looks Like\nReview and prioritize ticket queue\nRespond to customer inquiries across channels\nResolve issues or escalate when needed\nUpdate knowledge base and documentation\nCapture feedback and identify trends\nClear backlog and ensure SLA compliance\nIn short:\nYou ensure every customer issue is resolved quickly, clearly, and professionally.\nKey Metrics (KPIs)\nFirst Contact Resolution (FCR)\nAverage Handle Time (AHT) within SLA\nCSAT / NPS scores (≥ 90% target)\nTicket backlog within SLA limits\nQuality and consistency of responses\nWhy This Role Stands Out\nHigh-volume, structured support environment\nClear KPIs and performance visibility\nCross-functional exposure (product, ops, engineering)\nOpportunity to grow into senior support or CX roles\nRemote flexibility with defined workflows\nInterview Process\nInitial Phone Screen\nVideo Interview with Pavago Recruiter\nPractical Task (simulate support tickets)\nClient Interview\nOffer & Background Verification\nApply Now\nIf you:\nEnjoy helping customers\nThrive in fast-paced support environments\nCan handle high volume with consistency\nThis role is a strong 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