Josh Mahlum

Remote Customer Service Representative

arise • Meio período

Jun 2022 - Aug 2023 • 1 yr 2 mos

As a Remote Customer Service Representative with Arise Solutions, Inc., I provided high‑quality support to customers across multiple client accounts while operating in a fully virtual environment. My role required strong communication skills, problem‑solving abilities, and the discipline to manage performance metrics independently. Key Responsibilities included delivered customer support via phone, chat, and email, ensuring a professional and positive experience for every interaction. Handled inquiries related to billing, account updates, product information, troubleshooting, and service issues. Resolved customer concerns by identifying root causes, offering accurate solutions, and escalating cases when necessary. Maintained detailed and accurate documentation of customer interactions in CRM systems. Met or exceeded performance metrics, including call quality, response time, customer satisfaction, and issue‑resolution targets. Adapted quickly to new client systems, scripts, and service protocols across different industries. Provided empathetic, customer‑focused communication while maintaining company policies and compliance standards. Worked independently in a remote environment, managing time effectively and maintaining consistent availability.

Inbound Customer Service Agent

Liveops • Período integral

Nov 2019 - Nov 2020 • 1 yr

Working as a Remote Intbound Call Center Agent with LiveOps, I managed high‑volume outbound calling campaigns for multiple clients while maintaining strong communication, professionalism, and performance metrics in a fully virtual environment. The role required self‑discipline, customer‑focused service, and the ability to adapt quickly to different scripts, industries, and client expectations. Key Responsibilities include taking inbound calls to customers and prospects for sales, service follow‑ups, appointment setting, and customer outreach campaigns. Followed client‑specific scripts and compliance guidelines to ensure accurate messaging and a consistent customer experience. Identified customer needs, provided clear information, and guided callers through available options or next steps. Documented call outcomes, customer details, and follow‑up actions in CRM systems with accuracy and attention to detail. Managed call queues, time‑tracking, and performance metrics independently in a remote environment.