Customer Service Representative (CSR) – English Speaking (Remote)

Role Overview We are seeking an English-speaking Customer Service Representative (CSR) to support our growing operations through inbound and outbound calls, client follow-ups, and internal coordination. This role is central to how we communicate with clients and may be assigned to Service, Sales (Quoting), or Marketing support, depending on skill set and business needs. The ideal candidate has a BPO background, is comfortable working remotely, and demonstrates strong comprehension, professionalism, and accountability. Key Responsibilities Core CSR Functions Handle inbound and outbound calls in a professional and clear manner Respond to client inquiries via phone, email, and messaging platforms Accurately document interactions, notes, and next steps in CRM systems Follow established processes, scripts, and compliance guidelines Escalate issues appropriately and ensure timely follow-through Service Assignment (Non-Pay / Client Support) Assist existing clients with policy updates, general questions, and service requests Coordinate with internal teams to ensure requests are completed accurately Provide clear explanations without offering unauthorized advice Sales Assignment (Quoter Support) Conduct outbound follow-ups on warm leads and quote requests Gather and verify required client information for quoting Support licensed agents by preparing, organizing, and tracking quotes Maintain accuracy, professionalism, and proper hand-offs Marketing Support Assignment (as needed) Perform outbound outreach for campaigns, confirmations, or surveys Assist with lead qualification and appointment setting Support basic campaign tracking and follow-up activities Required Qualifications Strong spoken and written English communication skills Previous BPO / call center experience (inbound and/or outbound) Experience working in a remote or work-from-home setup Ability to comprehend instructions, processes, and client needs quickly Comfortable handling multiple systems and documentation requirements Preferred Qualifications Experience in insurance, finance, or regulated industries Familiarity with CRM tools and ticketing systems Exposure to sales support, quoting, or client service workflows Strong QA, compliance, or metrics-driven background Key Competencies Professional phone presence and active listening Attention to detail and documentation accuracy Accountability and follow-through Adaptability across service, sales, and marketing tasks Respect for processes, boundaries, and compliance Work Setup Remote / Work-from-home Assigned to Service, Sales (Quoter), or Marketing support based on fit and performance Full-time position with structured schedules and performance expectations What Success Looks Like Clients feel heard, supported, and clearly informed Tasks are completed accurately and on time Processes are followed consistently, even under pressure Strong collaboration with agents and internal teams