Customer Service Representative

Job Summary

KDCI Outsourcing is seeking a Customer Support Representative to provide timely and professional phone support to clients and homeowners. This role involves handling inquiries, resolving concerns, and delivering accurate information while maintaining high service standards. The ideal candidate demonstrates strong attention to detail, sound judgment, and the ability to manage multiple tasks in a fast-paced environment. This is a hybrid role that requires accountability, flexibility, and consistent adherence to service expectations.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and timely manner.

• Resolve customer concerns, complaints, and inquiries with accuracy and empathy.

• Document all interactions and maintain accurate records in internal systems.

• Manage multiple cases, tasks, and follow-ups simultaneously.

• Escalate complex issues appropriately while maintaining ownership of concerns.

• Meet service quality standards and performance metrics (quality, productivity, and adherence).

• Coordinate with internal teams to ensure timely resolution of customer issues.

• Adapt to process updates, tools, and workflow changes efficiently.

Job Requirements

• At least 1 year of BPO phone support experience in a US-based account.

• Excellent verbal and written English communication skills.

• Strong problem-solving skills with high attention to detail.

• Ability to handle difficult or irate customers with professionalism and patience.

• Experience working in a fast-paced, high-volume environment.

• Proven ability to multitask and manage priorities effectively.

• Strong organizational and administrative skills.

• Willingness to work in a hybrid setup.