Part-Time Customer Service Representative
Part-Time Customer Service Representative
Our Client - Technology company
- Remote
Job description
Hours: ~20 hours per week (flexible scheduling within U.S. customer hours)
Compensation: $20 per hour
Location: Remote (ability to call U.S. phone numbers required)
Reports to: Operations / Customer Experience
About Client
They help people move with confidence. They research and review moving companies and provide tools—like moving cost calculator—to make planning a move easier, more transparent, and less stressful. Feedback from real customers is core to how they keep the recommendations trustworthy and continually improve the product.
The Role
They are looking for a part‑time Customer Service Representative to call customers after their moves, understand how things went, and document how different moving companies performed. You’ll conduct structured interviews, surface insights we can use to improve moveBuddha, and handle situations where customers may be upset or disappointed. This role is ideal for someone who is empathetic, calm under pressure, and experienced in de‑escalating tough conversations.
What You’ll Do
- Conduct post‑move interviews via outbound calls (and occasional email/text follow‑ups) with customers who used us.
- Gather structured feedback on mover performance (pricing accuracy, timeline, professionalism, damages, claims handling, communication, etc.) and tag it consistently in our CRM.
- De‑escalate and support customers experiencing issues; listen actively, show empathy, and guide them toward next steps (e.g., claims processes) while staying neutral and professional.
- Capture publishable insights (e.g., reviews, testimonials, notable pros/cons) with proper consent and high attention to accuracy.
- Spot patterns and risks—flag potential red‑flags about moving partners and escalate urgent or sensitive cases promptly.
- Close the loop internally by summarizing trends and proposing improvements to our tools, content, or partner standards.
- Maintain quality and compliance including call documentation, respectful handling of sensitive information, and adherence to call‑recording/consent practices.
What Makes You a Great Fit
- 2+ years in customer‑facing roles (support, retention, claims, QA, or phone‑based interviewing).
- Proven experience with unhappy customers and de‑escalation frameworks (e.g., Listen–Acknowledge–Resolve–Thank).
- Excellent phone presence: clear, warm, and confident; you know how to ask probing questions and keep interviews on track.
- Strong writing and documentation skills—clean notes, accurate summaries, and consistent tagging.
- Data‑minded: comfortable using a CRM/spreadsheet to categorize issues and quantify trends.
- High empathy + boundaries: you can advocate for the customer while remaining objective and brand‑safe.
- Tech‑comfortable: familiar with call dialers/CRMs, Google Workspace, and Slack/Zoom (or quick to learn).
Nice to Have
- Experience in the moving, logistics, home services, or insurance/claims space.
- Past work collecting reviews, NPS/CSAT, or running phone surveys/interviews.
All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have U.S. residency at the time of application.
If you are a person with a disability needing assistance with the application, or at any point in the hiring process, please contact us at support@themomproject.com.
Screening Questions
- Tell me about a time when you had to deal with an upset or unhappy customer. What steps did you take to calm the situation, and what was the outcome?
- After interviewing a customer, how would you make sure your notes are accurate, complete, and useful for the rest of the team?
- This role involves calling customers and gathering consistent feedback about their moving experience. How would you keep an interview on track while still making the customer feel heard?