Customer Service Representative

Headway Marketing is seeking a Customer Service Representative to support customers and ensure a consistently positive experience.

Position Summary

As a Customer Service Representative, you will be the primary point of contact for customers, handling inquiries, resolving issues, and answering questions with professionalism and care. You will focus on delivering timely, accurate support while maintaining a customer-first mindset in every interaction.

In this remote role based in Alpharetta, GA, you will work collaboratively with internal teams to understand customer needs, improve service processes, and ensure each case is handled to completion.

Key Responsibilities

• Respond to customer inquiries via approved communication channels, providing clear, accurate information and solutions
• Resolve customer issues by investigating details, applying relevant policies, and escalating when necessary
• Maintain accurate records of customer interactions, requests, and outcomes in a timely manner
• Monitor and manage assigned case volumes to ensure service levels are met
• Identify recurring issues and contribute ideas to improve customer support workflows and overall service quality

Required Qualifications

• Prior customer service experience, including handling questions and resolving concerns in a fast-paced environment
• Strong communication skills, with the ability to provide clear, empathetic responses
• Ability to manage multiple requests while maintaining attention to detail and accuracy
• Professional time-management skills and the ability to work effectively in a remote setting
• Comfort following established processes and escalating appropriately when needed

Preferred Qualifications

• Experience working in support, call center, or customer-facing roles
• Familiarity with documenting customer interactions and managing cases through a ticketing workflow
• Demonstrated ability to de-escalate challenging situations while maintaining a positive customer experience
• Experience contributing to process improvements based on trends in customer feedback

Compensation

• Weekly salary: $1,200 - $1,600