Phone Support Specialist (Voice) — Tier 1

Phone Support Specialist (Voice) — Tier 1

Compensation: $7/hour
Schedule: Contract | Full-Time | EST Hours | Fixed Schedule Based on Business Needs

Overview

We are looking for a reliable, customer-focused, and confident Phone Support Specialist (Voice) to be the first voice customers hear when they call. This role handles everyday customer needs such as orders, product questions, account concerns, refunds, cancellations, and simple requests.

The ideal candidate is friendly, professional, and able to communicate clearly while working efficiently in a high-volume environment. Strong judgment is essential — knowing when to resolve an issue independently and when to escalate a complex, sensitive, or emotional situation to the Escalations Team or Team Lead.

Responsibilities

- Answer inbound customer calls in a friendly, professional, and timely manner
- Verify caller identity before discussing any customer, account, or order information
- Assist customers with orders, product questions, account concerns, shipping, subscriptions, and other routine requests
- Accurately take phone orders, confirming products, quantities, one-time vs. subscription purchases, and the total charge
- Handle inbound customer calls and email inquiries, with strong written communication skills and experience managing ongoing customer email conversations and follow-ups while maintaining a professional, clear, and empathetic tone.
- Obtain clear verbal authorization from customers before processing charges
- Process straightforward refunds and cancellations in accordance with company policies
- Return missed calls and voicemails promptly
- Handle customer concerns calmly and professionally, including frustrated or dissatisfied callers
- Recognize when a customer issue is too complex, sensitive, or emotional and escalate appropriately
- Document every customer interaction clearly and accurately in the appropriate support system
- Follow established workflows, policies, escalation procedures, and customer service standards
- Maintain strong call quality while meeting productivity expectations
- Meet or exceed established customer service KPIs and performance targets
- Communicate recurring issues or customer trends to Team Leads when appropriate

Qualifications

- 1+ year of customer service experience, preferably in phone support, call center, or e-commerce
- Strong verbal communication and active listening skills
- Professional, friendly, and empathetic phone presence
- Comfortable handling a high volume of inbound calls
- Strong attention to detail, particularly when processing orders and payments
- Ability to follow customer verification, payment, refund, and cancellation procedures accurately
- Proven ability to handle frustrated or emotional customers professionally
- Strong judgment in knowing when to resolve an issue independently versus escalating it
- Ability to document customer interactions clearly and accurately
- Comfortable working toward productivity and quality KPIs
- Ability to maintain accuracy and customer service quality while working at a fast pace
- Flexible availability, including willingness to work additional hours when needed by the business
- Experience with Zendesk, Shopify, Gorgias, CRM, or similar customer support tools is a plus
- E-commerce, health, wellness, or supplement industry experience is a plus
- Reliable internet connection and suitable remote work environment

Schedule

- Full-time contract position
- Remote
- EST-based hours
- Fixed schedule based on business needs and customer support coverage
- 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch
- Clock in/out using When I Work
- May require additional hours or extended coverage based on business needs
- At least 5 working days of rotational time off based on staffing and coverage requirements

Performance Expectations

- Approximately 7 calls per hour benchmark
- Strong call quality and customer experience
- Accurate order and payment processing
- Proper customer identity verification
- Timely handling of missed calls and voicemails
- Accurate and complete call documentation
- Appropriate escalation of complex or sensitive cases
- Consistent adherence to company policies and procedures

Success in This Role

Success means providing friendly, efficient, accurate, and professional support on every call . You should be able to resolve straightforward customer needs independently, maintain strong productivity without sacrificing quality, and use good judgment when determining when an issue needs to be escalated.

Most importantly, you should be someone customers can trust to handle their concerns with patience, accuracy, and professionalism from the first hello to the end of the call.