Customer Service Representative

Role Overview

• At Coconut, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships.
• We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work.
• We're currently looking for top talent to fill the role of Customer Service Representative.
• The role requires 40 hours/week availability with a time zone of EDT.

Requirements

• Proven background in customer service, with experience across diverse BPO cases
• Fluent English and a neutral/no accent.
• Hands on proficiency with CRM software and cloud based phone systems
• Experience Needed:
• Handle customer service calls across multiple client accounts using structured scripts
• Manage customer records in CRM platforms with accurate scheduling and documentation
• Operate cloud based phone systems for both inbound and outbound calls
• Conduct sales focused calls, solidifying sales with professionalism and efficiency
• Provide customer service and scheduling support, ensuring clarity and responsiveness
• Navigate multiple platforms simultaneously during calls while maintaining accuracy and compliance
• Adjust quickly to different call types and strictly follow client protocols and procedures
• Good to have:
• Experience in sales environments where closing was required (not just appointment setting)
• Familiarity with best practices in customer experience and retention
• Ability to coach peers in script usage and compliance
• Background in multi industry customer service or account management
• Exposure to performance reporting and call analytics in CRM systems
• Demonstrated ability to manage customer records, scheduling, and documentation accurately
• Experience handling both sales and customer service calls with professionalism
• Strong multitasking ability to manage multiple platforms during live calls
• High adaptability with strict compliance to client specific protocols
• Attention to detail, scheduling, and handling ticket requests.

Tech Stack

• Cloud

Benefits

• Competitive Salary – We recognize your skills and experience with a great compensation package.
• 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?
• Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
• US Holidays Off – Enjoy 12 paid US holidays throughout the year.
• Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.
• Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
• Life Insurance – Our full-time HMO plan includes life insurance for extra peace of mind.
• Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.
• Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
• Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!
• Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.