Customer Service Representative (Remote) | JOB ID 1409

As a Customer Service Representative, you are the frontline of the CI Web Group client experience. You are responsible for handling all incoming client communications, resolving issues quickly, and ensuring every client feels heard, supported, and respected.

Full job description

Customer Service Representative – Role & Expectations

Overview

As a Customer Service Representative, you are the frontline of the CI Web Group client experience. You are responsible for handling all incoming client communications, resolving issues quickly, and ensuring every client feels heard, supported, and respected.

Success in this role is measured by response speed, issue resolution, client satisfaction, review collection, and seamless coordination across internal teams.

Key Responsibilities & Service Scope

1. Frontline Client Communication & Support

✅ Answer All Inbound Calls Professionally – Serve as the first point of contact for all incoming client calls.

✅ Provide Clear & Empathetic Support – Respond to questions regarding websites, reporting, and general service inquiries.

✅ Monitor Communication Channels – Actively monitor Slack and other communication tools to ensure no client request goes unanswered.

✅ Schedule & Route Requests – Coordinate meetings or escalations with Account Managers, Sales, or Technical Support when appropriate.

2. Lower-Tier Account Support ($1,000 & Under)

✅ Serve as Primary Point of Contact – Handle all service-related needs for accounts $1,000 and under.

✅ Provide Basic Marketing & Service Guidance – Answer questions related to reporting, website status, and foundational marketing concepts.

✅ Troubleshoot Common Issues – Assist with website downtime, basic reporting questions, and general account concerns.

✅ Ensure Consistent, Respectful Service – Deliver reliable support while managing expectations within a streamlined service model.

3. Helpdesk & Ticket Management

✅ Submit & Manage Helpdesk Tickets – Create, track, and follow up on tickets when escalation is required.

✅ Ensure Timely Resolution – Monitor ticket progress and advocate for prompt, accurate resolutions.

✅ Document Thoroughly – Maintain clear and complete ticket notes for internal visibility and accountability.

✅ Collaborate with Technical & QA Teams – Ensure completed work meets quality standards before closure.

4. Client Satisfaction, Retention & Growth Signals

✅ Proactively Follow Up with Clients – Confirm understanding, satisfaction, and resolution completion.

✅ De-Escalate Client Concerns – Address frustration or unrest calmly and efficiently to prevent churn.

✅ Request Google Reviews – Identify happy clients and request reviews at the appropriate time.

✅ Identify Upsell Opportunities – Spot potential growth needs and communicate them to Sales or Account Management.

5. Transition & Project Coordination

✅ Coordinate Go-Lives & Cancellations – Manage transitions with a white-glove, respectful experience.

✅ Maintain Clear Communication – Ensure clients feel supported and informed during all changes.

✅ Act as a Liaison – Bridge communication between internal teams to ensure smooth execution.

Key Performance Indicators (KPIs)

Response Speed & Resolution Quality

Client Satisfaction & Review Collection

Ticket Accuracy & Timeliness

Successful Go-Live & Cancellation Coordination

Upsell Opportunities Identified & Escalated

Team Structure & Responsibilities

Each Customer Service Representative is responsible for:

✔ Acting as the frontline for all incoming client communications.

✔ Supporting lower-tier accounts with consistent service.

✔ Managing helpdesk tickets and internal escalations.

✔ Maintaining accurate documentation and communication logs.

Role Expectations

DELIVER FAST, EMPATHETIC SUPPORT – Every client interaction should feel professional, helpful, and human.

BE THE CLIENT ADVOCATE – Own issues until resolution and ensure clients never feel ignored.

STAY ORGANIZED & ACCOUNTABLE – Track requests, tickets, and follow-ups with precision.

MAINTAIN CONSISTENCY & QUALITY – Provide dependable service regardless of account size.

Final Message: ALL IN.

As a Customer Service Representative, you are the heartbeat of the CI Web Group client experience. Your ability to respond quickly, communicate clearly, and resolve issues with care directly impacts client trust, retention, and growth.

You set the tone. You protect the relationship. You keep clients confident.

Let’s make it happen. ALL IN.