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We are looking for a Customer Service Representative for a Contract position based in San Francisco, California. In this role, you will engage directly with business owners through a high volume of conversations, uncover meaningful trends, and turn those insights into clear documentation that supports service quality and AI-driven process improvement. This opportunity is ideal for someone who communicates with confidence, stays composed in fast-moving environments, and enjoys blending customer interaction with analytical thinking.
Job Responsibility
Handle a steady stream of inbound and outbound conversations with business owners, gathering accurate information while maintaining a detail-focused and calm customer experience
Ask thoughtful questions that uncover customer needs, surface relevant business details, and support strong performance against service and outreach goals
Recognize recurring themes, unusual situations, and service gaps across calls, then organize findings into structured notes that can inform operational decisions
Classify call outcomes, edge cases, and customer scenarios in a consistent way so teams can use the information for training data and process refinement
Review AI-assisted or automated call interactions, identify where responses fall short of real-world expectations, and document corrective feedback for improvement
Partner with sales, operations, and engineering teams to share frontline insights that influence workflow enhancements and future automation priorities
Create clear reference materials, call guidance, and knowledge resources based on firsthand customer interactions to improve consistency across the team
Support a fast-paced service and sales environment by balancing customer de-escalation, accurate data capture, and KPI-focused call handling
Perform order entry and related follow-up tasks as needed to ensure customer information is complete and properly recorded
Requirements
Experience in call center customer service, customer support, or a similar phone-based role involving frequent inbound and outbound communication
Ability to manage high call volume while staying attentive to detail, organized, and customer-focused
Strong communication skills with the confidence to speak with business owners, guide conversations, and handle challenging interactions professionally
Demonstrated skill in de-escalating concerns, identifying customer needs, and maintaining composure in a fast-paced setting
Comfort using sound judgment to spot patterns, distinguish routine issues from exceptions, and document findings clearly
Familiarity with order entry, call documentation, and basic tracking of performance metrics or service KPIs
Interest in learning new systems, adapting to evolving processes, and contributing feedback that improves customer-facing operations
What we offer
Medical, vision, dental, and life and disability insurance