Call Centre Agent, Inbound

ABOUT THE ROLE

In this fully remote role, you will handle inbound customer calls, answer questions, assist with service-related requests, and resolve issues whenever possible. You will be expected to communicate clearly, follow established procedures, and maintain a positive customer experience throughout every interaction.

WHAT YOU WILL DO

Handle inbound customer calls and respond to questions and requests

Resolve customer issues on first contact whenever possible

Provide accurate information about orders, services, and locations

Follow established procedures and escalation guidelines

Document customer interactions accurately in company systems

Escalate complex issues to the appropriate team

Meet established customer service and quality standards

Participate in coaching and call quality reviews

WHAT WE ARE LOOKING FOR

1+ year of call centre or phone-based customer service experience

Clear and professional spoken English

Strong communication and active listening skills

Customer-focused and patient approach

Ability to remain calm when handling challenging situations

Comfortable working with performance and quality standards

Good computer skills and ability to learn new systems

Reliable internet connection and suitable workspace for remote work

Ability to work the assigned schedule, including occasional weekends

Legally authorized to work in the United States

NICE TO HAVE

Experience in food service, hospitality, or retail

Bilingual English/Spanish skills

Experience with CRM or customer support systems

Previous experience handling high call volumes

COMPENSATION

$16–$22 per hour , depending on experience and qualifications.

Additional benefits and employment details will be discussed during the hiring process.

HIRING PROCESS

Application review → Initial conversation → Interview → Offer

Candidates will receive information about the next steps during the recruitment process.

EQUAL OPPORTUNITY

Bilgewater Group is an equal opportunity employer. We are committed to providing a workplace free from discrimination and value a diverse team with different backgrounds, experiences, and perspectives.

Location: Remote