Overnight Customer Service Professional - Full Time

Overnight Customer Service Professional- Full Time 

This position is to cover the 1AM - 9AM EST shift and will require working on Saturday and/or Sunday. You must have prior experience working an overnight call center position.

Voice Systems Engineering (VSE) is a dynamic organization fueled by entrepreneurial spirit and a collective drive to make a positive impact on people's lives. With a focus on advisor-based technology platforms, our marketplaces span diverse service verticals, including psychic guidance and wellness. Our vision at VSE centers on the belief that when talented individuals unite, possibilities become limitless. Rooted in a remote-first environment, we've cultivated a culture that embraces diversity, equity, work-life balance, and a true sense of belonging.     

We are seeking a passionate Customer Relationship Agent who can deliver exceptional customer service and build lasting customer relationships. You should be an expert at conveying enthusiastic compassion with the sound of your voice. In this role, you will play a crucial part in ensuring our customers have seamless, one-call resolutions and a personalized experience that drives retention and satisfaction. This position is to cover the 1AM - 9AM EST shift and will require working on Saturday and/or Sunday. You must have prior experience working an overnight call center position.

What You Will Contribute: 

• Providing outstanding customer service by listening carefully to their concerns, empathizing with their needs, and offering creative solutions that aim for one-call resolutions. 

• Supporting customers in creating new accounts, addressing any issues, and ensuring a memorable experience with our service. 

• Guiding customers in choosing the right service provider for their needs, ensuring that every interaction is positive and leaves a lasting impression. 

• Collaborating effectively with customers, fellow agents, and other departments to solve problems quickly and enhance the overall customer experience. 

• Staying up to speed with the latest products, services, and offerings to better support customers and deliver timely, relevant solutions. 

• Effectively navigating and adapting to a wide range of customer personalities, identifying the best approach to ensure each individual feels heard, respected, and valued, ultimately leading to a positive and successful interaction. 

• Proactively communicating and collaborating with other teams when a customer issue requires escalation, ensuring that the concern is addressed promptly and with the level of attention it deserves, while keeping the customer informed and satisfied throughout the process. 

• Taking a proactive role in identifying and implementing new ways to improve customer satisfaction and loyalty, continuously improving our service standards. 

• Ensuring every customer feels like a VIP. 

• Handling inbound customer calls, chats, and emails with professionalism, empathy, and a focus on creating positive, personal connections in every interaction. 

• Quickly resolving customer issues while maintaining calm, patience, and confidence, ensuring a smooth and efficient process. 

• Listening attentively to customer concerns, offering tailored solutions, and guiding them to the best possible outcome. 

• Offering insightful feedback to help improve product offerings, customer interactions, and internal systems. 

• Communicating effectively across departments to ensure seamless solutions and provide key insights into customer needs and expectations. 

• At least 2 years of experience in delivering exceptional, high-touch customer service, particularly in resolving issues on the first contact. 
• Prior experience working an overnight position.
• A track record of building strong, ongoing relationships with customers to foster loyalty and drive long-term satisfaction. 

• The ability to listen actively, remain patient, and offer thoughtful, creative solutions to complex challenges. 

• Demonstrated success in contributing to a team environment by sharing knowledge, collaborating with others, and providing valuable feedback. 

• A passion for staying current with product offerings and continuously looking for opportunities to improve customer experience and retention. 

At VSE the well-being of our people comes first, and we have nurtured a culture that focuses on health and wellness, personal growth, and social responsibility. We celebrate diversity and are committed to creating an inclusive environment of belonging for all employees and applicants. We are an equal opportunity employer.  

Our comprehensive insurance programs include medical, dental, vision, and life. VSE employees also have access to a “wellness wallet” that will reimburse them for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more.            
 
We prioritize investment in our people by offering a tuition reimbursement program and plenty of opportunities to continue learning. We also help you plan for your future and beyond by offering a 401k match and access to expert financial advice.       
 
This is a remote based position. We are currently inviting residents of Colorado, Florida, Massachusetts, New Jersey, Pennsylvania, Tennessee, Texas, and Washington to apply for this position.           
 
You can learn more about life and work at VSE by visiting us here.  
  
Hourly Range:  $19 - $22 per hour, depending on experience and expertise. This figure represents our good faith and reasonable estimate of the potential hourly rate for this role. Hourly rate to be determined by the candidate’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

PLEASE NOTE – A VIDEO INTERVIEW WILL BE REQUIRED FOR THIS POSITION