Call Centre Agent, Inbound

ABOUT THE ROLE

In this fully remote role, you will handle inbound customer calls, answer questions, assist with service-related requests, and resolve issues whenever possible. You will be expected to communicate clearly, follow established procedures, and maintain a positive customer experience throughout every interaction.

WHAT YOU WILL DO

• Handle inbound customer calls and respond to questions and requests
• Resolve customer issues on first contact whenever possible
• Provide accurate information about orders, services, and locations
• Follow established procedures and escalation guidelines
• Document customer interactions accurately in company systems
• Escalate complex issues to the appropriate team
• Meet established customer service and quality standards
• Participate in coaching and call quality reviews

WHAT WE ARE LOOKING FOR

• 1+ year of call centre or phone-based customer service experience
• Clear and professional spoken English
• Strong communication and active listening skills
• Customer-focused and patient approach
• Ability to remain calm when handling challenging situations
• Comfortable working with performance and quality standards
• Good computer skills and ability to learn new systems
• Reliable internet connection and suitable workspace for remote work
• Ability to work the assigned schedule, including occasional weekends
• Legally authorized to work in the United States

NICE TO HAVE

• Experience in food service, hospitality, or retail
• Bilingual English/Spanish skills
• Experience with CRM or customer support systems
• Previous experience handling high call volumes

COMPENSATION

$16–$22 per hour, depending on experience and qualifications.

Additional benefits and employment details will be discussed during the hiring process.

HIRING PROCESS

Application review → Initial conversation → Interview → Offer

Candidates will receive information about the next steps during the recruitment process.

EQUAL OPPORTUNITY

Bilgewater Group is an equal opportunity employer. We are committed to providing a workplace free from discrimination and value a diverse team with different backgrounds, experiences, and perspectives.

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Location: Remote