Customer Service Representative – Call Center (Full‑Time, On‑site)

About the role

The Customer Service Representative will work in an on‑site call centre in Aguadilla, providing professional and courteous assistance to both internal and external customers. This full‑time position focuses on resolving inquiries via phone, email and chat while supporting the company’s mission and client‑satisfaction goals.

Key responsibilities

• Answer incoming calls from the queue in a professional and courteous manner.
• Assist customers via email and chat, ensuring accurate and efficient responses.
• Transfer callers to the appropriate departments and escalate issues to a supervisor when needed.
• Document interactions and notes in the policy database.
• Proactively recommend and upsell products based on customer needs.
• Continuously improve product knowledge by studying documentation and monitoring competitor sites.
• Foster a positive team environment and maintain strong relationships with peers and business partners.
• Meet or exceed performance standards and attend weekly team meetings for updates.

Required profile

• Minimum of 12 months experience in a customer‑facing role.
• High school diploma or GED required.
• Excellent verbal and written communication with an upbeat, friendly demeanor.
• Ability to work independently, quickly, and accurately.

Required skills

• Proficiency with Microsoft Office products.