Customer Service Representative (Remote, Contract)

Overqualified is seeking a Customer Service Representative to support clients by answering questions and guiding them to the right resources. This role involves customer support, client coordination, and documentation support, ensuring clients stay engaged in the program.

Responsibilities:

• Respond to client questions across multiple support channels, including forum posts, one-to-one messaging, and email
• Use internal scripts, templates, SOPs, and knowledge resources to provide accurate, consistent answers
• Follow up with clients regarding scheduled meetings, missed meetings, next steps, and program engagement
• Schedule, reschedule, and coordinate client appointments as needed
• Route more advanced coaching or training issues to the appropriate team member
• Help clients navigate the platform, tools, and support resources available to them
• Use company AI tools and workflows to assist with profile updates and related customer support documents
• Review client inputs and organize information clearly before generating AI-assisted drafts
• Ensure support interactions are professional, timely, documented, and aligned with company standards
• Identify recurring client questions and help improve scripts, templates, and internal support systems
• Support client retention by keeping communication clear, helpful, and proactive

Requirements:

• Experience in customer support, client success, client services, member support, or a similar role
• Strong written communication skills and the ability to write clearly, directly, and professionally
• Strong organizational skills and comfort managing multiple conversations and follow-ups at once
• Experience using scripts, SOPs, templates, and support workflows consistently
• Comfort with scheduling tools, calendars, and appointment coordination
• Ability to learn and use AI tools to support documentation, profile development, and client communication
• Good judgment in knowing when to answer directly, when to escalate, and when to redirect a client
• A calm, service-oriented, detail-focused approach to client interactions
• Experience supporting clients in a coaching, education, recruiting, career services, or membership-based business
• Experience with AI-assisted document drafting
• Familiarity with community platforms, support inboxes, chat-based support tools, and CRM systems
• Experience working in a process-driven remote environment