Remote Customer Service Representative (Michigan residents)

About the Role: ***Location: Remote – Michigan residents*** Work from home in a remote, structured contact center role supporting one of the world’s most well\-known automotive brands. You’ll act as a liaison between car owners and the dealership service team to assist with after\-sales concerns. This role runs at a high pace. You’ll be in a call queue for most of your shift, following defined steps and documenting each interaction. You’ll do best if you like routine, clear expectations and staying focused through consistent customer conversations. Automotive knowledge isn’t required. ***What to Expect Day to Day**** **Steady call volume:** You’ll take calls consistently throughout the day. Downtime between calls is limited. * **Emotionally demanding moments:** You’ll support customers through a range of feelings, questions and situations, bringing patience, empathy and professionalism to every interaction. * **Monitored environment:** Calls may be recorded, and work is monitored for quality and compliance. * **Repetitive by design:** You’ll have similar conversations many times throughout the day and follow the same process repeatedly. * **Set schedules:** Schedules are assigned and flexibility is limited. This role is best suited for someone who values consistency and reliability. Schedules change each quarter based off of performance and/or business needs within our hours of operation. * **Multitask during calls:** While on the phone, you’ll need to access and navigate multiple systems and resources to research requests and resolve cases. * **Documentation is part of the work:** You’ll research and record details accurately during and after each contact. * **Multiple channels:** Phone is the primary channel, with chat, email and other communications used as needed. People who tend to do well in this role stay steady, patient and emotionally regulated over time, even when the work is repetitive and the pace is fast. ***What You’ll Do**** Offer timely and accurate solutions through inbound and outbound conversations (including phone calls, chats, emails and other communications as needed) while keeping a positive and upbeat attitude * Use web\-based tools and internal systems to research questions and requests * Document each interaction clearly and accurately * Manage assigned cases from start to resolution by following defined steps and completing required actions ***Questions Before You Apply?**** Live chat with a Morley Talent Acquisition (TA) Specialist: careers.morleycompanies.com * Chat hours: + M\-F 8 a.m. \- 5 p.m. Eastern / 7 a.m. \- 4 p.m. Central / 6 a.m. \- 3 p.m. Mountain / 5 a.m. \- 2 p.m. Pacific time + Closed on some holidays. TA will respond to after\-hours questions the next business day. Skills for Success: ***Required Skills*** These essential skills are required to handle back\-to\-back customer conversations and document accurately:* Excellent written and verbal communication * Empathy and dependabil