Remote Customer Service Representative (W2 Contract)

Company Description

EPG is a global leader in workforce solutions, partnering with innovative organizations to deliver exceptional talent worldwide. We are proud to support a Fortune 500 global organization recognized for its strong heritage, operational excellence, and commitment to delivering outstanding business solutions.

Position Details

- Start Date: ASAP

- Contract Duration: 6 Months

- Schedule: Full-time (32-40 hours/week)

- Work Arrangement: Remote

- Employment Type: W2 Contract

Role Description

As a Temporary Customer Service Representative (CSR-T), you will serve as a key liaison between customers and the company, helping maintain positive customer relationships while delivering a professional and exceptional customer experience.

In this role, you will manage high volumes of inbound customer interactions, provide guidance and support, and resolve a wide range of customer inquiries, requests, and escalated concerns. You will assist customers through multiple channels, including phone, email, and chat, while consistently meeting quality standards and delivering timely, effective solutions.

Customer support will be provided across:

• Retail outlet consumers in the United States and Canada.

• E-commerce consumers.

• Wholesale consumers across North America.

• Additional channels may be introduced in the future based on evolving customer needs.

Success in this position requires strong communication, active listening, empathy, and problem-solving skills to resolve customer concerns efficiently while creating a seamless customer experience and strengthening customer satisfaction and brand loyalty.

Key Responsibilities:

• Deliver exceptional customer service via phone, email, and chat.

• Manage inbound customer inquiries and resolve customer concerns efficiently and accurately.

• Resolve inquiries related to orders, returns, products, and account services.

• Handle complex and escalated customer issues with professionalism, empathy, and sound judgment.

• Provide service recovery solutions and proactive recommendations to enhance customer satisfaction and retention.

• Follow up with customers to confirm issue resolution and ensure a positive customer experience.

• Collaborate with cross functional teams to resolve complex customer issues and improve service processes.

• Accurately document customer interactions, escalations, and resolutions within CRM systems.

• Research customer inquiries using multiple systems and databases to provide accurate solutions.

• Issue customer accommodations, including refunds, gift cards, e gift cards, and promotional offers in accordance with company policies.

• Meet established service level agreements (SLAs), quality standards, and key performance indicators (KPIs).

• Support onboarding and knowledge sharing by assisting team members with best practices and complex customer scenarios.

• Maintain confidentiality and follow company policies and security standards when handling customer information.

• Contribute to continuous improvement initiatives that enhance the overall customer experience.

Qualifications

1 to 3 years of customer service experience.

• Retail or e commerce customer service experience is preferred.

• High school diploma or equivalent.

• Exceptional verbal and written communication skills with the ability to communicate clearly and professionally across multiple channels.

• Strong customer service, interpersonal, problem solving, and decision-making skills.

• Ability to handle escalated situations with patience, professionalism, and empathy.

• Ability to work effectively in a fast paced, remote environment.

• Proficiency with Microsoft Office and the ability to quickly learn multiple customer service systems.

• Strong organizational skills with the ability to manage multiple priorities.

• Professional, empathetic, and customer focused approach to every interaction.

Schedule & Work Arrangement

• 100% remote position within the United States.

• Must be available to work U.S. Eastern Standard Time.

• Work a full-time schedule of 40 hours per week with flexibility to support customer needs across different time zones, (including shifts between 9:00 AM and 9:00 PM, weekends, and holidays).

This opportunity is open to candidates located within the United States only.

Why Join us?

This is an exciting opportunity to support a globally recognized fashion and lifestyle company while working remotely as part of a collaborative, customer focused team. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we encourage you to apply.