CSR I - Non-SCA

Description: **Customer Service Representative I (CSR I) – Remote** **Employment Type: Full\-Time** **Pay Rate: $14\.50 per hour** **Work Location: Remote – Hidalgo and Cameron Counties, Texas** **Position Summary** The Customer Service Representative I (CSR I) provides frontline customer service and support in a remote contact center environment. The CSR I responds to customer inquiries, provides accurate information, resolves routine issues, documents customer interactions, and escalates matters when appropriate. This is a full\-time, remote position; however, candidates must reside within Hidalgo County or Cameron County, Texas. Applicants residing outside of the designated hiring area will not be considered for this position. **Approved Hiring Area** Candidates must reside in Hidalgo County or Cameron County, including communities such as: * McAllen * Edinburg * Pharr * Mission * Weslaco * Harlingen * San Benito * Brownsville * South Padre Island * Other communities located within Hidalgo County or Cameron County may also be considered. **Essential Duties and Responsibilities** * Respond to inbound customer inquiries by telephone and other approved communication channels. * Provide accurate and professional information regarding applicable programs, services, policies, processes, and procedures. * Assist customers with routine questions, requests, and issue resolution within established guidelines. * Research customer inquiries using approved internal systems, knowledge bases, scripts, standard operating procedures, and other resources. * Accurately document customer contacts, actions taken, and outcomes in designated systems. * Escalate complex, sensitive, or unresolved customer issues to the appropriate supervisor or designated support team. * Follow established call\-handling procedures, verification requirements, quality standards, and customer service protocols. * Protect confidential, sensitive, proprietary, and personally identifiable information in accordance with company and client requirements. * Maintain a professional and secure remote work environment. * Meet established productivity, quality, attendance, schedule adherence, and customer service performance expectations. * Participate in required virtual training, coaching sessions, team meetings, and performance\-development activities. * Maintain current knowledge of applicable program requirements, policies, procedures, and system updates. * Follow all company, client, information\-security, and remote\-work policies. * Perform other related duties as assigned. Requirements: **Remote Work Requirements** **Because this position is performed remotely, employees must:** * Maintain a dedicated, professional, and distraction\-free workspace suitable for handling customer interactions. * Maintain reliable high\-speed internet service that meets company and client technical requirements. * Have access to a wired Ethernet connection when required. * Maintain reliable