Email Customer Service Reps
The Email Customer Service Representative role involves providing professional and patient support to online shoppers primarily through email, with some chat interaction, focusing on resolving customer issues and maintaining accurate account records. This fully remote, contract-to-hire position requires strong communication, problem-solving skills, and proficiency in CRM software to support customers in Canada effectively.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Customer Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
This is a remote, contract-to-hire Email Customer Service Representative role supporting our client’s online shoppers (team focused on Canada). You will resolve customer inquiries primarily by email and occasionally by chat, using a CRM to update member accounts and track resolutions.
- 90% email support, 10% chat support
- Review, triage, and clarify customer support requests
- Analyze issues, determine root cause, and recommend solutions
- Update customer accounts and maintain accurate records
- Escalate and coordinate with internal teams and merchant affiliate networks when necessary
- Expedite corrections or adjustments and follow up to confirm resolution
- Track and report trends; recommend process improvements
- Provide on‑the‑job training for new team members as needed
- Extend valued member bonuses where appropriate (e.g., Cash Back denials)
Schedule, Start Date & Location
- Shift options: 3:00 PM – 11:30 PM or 9:30 PM – 8:00 AM (PT)
- Start date: 9/28 (subject to confirmation)
- Workplace: Fully remote (role is based out of San Mateo, CA for administrative purposes)
- This role supports customers in Canada; applicants must be eligible to work in the U.S. and able to work the listed shifts.
Compensation & Benefits
- Rate: $16.00 per hour
- Job type: Contract to Hire, Full‑time
- Potential benefits (if eligible after hire): medical, dental & vision; 401(k); voluntary life & AD&D; short & long‑term disability; HSA; transportation benefits; EAP; PTO/vacation/sick leave.
Minimum Qualifications
- High School Diploma or GED required (Bachelor’s preferred)
- 1–3 years customer service experience (email/chat preferred)
- Typing speed: minimum 50 WPM (55+ WPM a plus)
- Experience using CRM software (e.g., Zendesk) strongly preferred
- Strong written communication skills and accuracy with language and numbers
- Comfortable navigating web-based stores and internet tools; proficient with MS Word and Excel
- Ability to prioritize multiple tasks and follow processes consistently
- Professional, patient, and member-focused demeanor
Nice to Have
- Retail, bank/teller, or data-entry background
- Previous work for internet-based companies
- Additional experience with chat support and customer loyalty programs
States We Can Employ In
Applicants located in the following U.S. jurisdictions are eligible for employment with our client (subject to background, eligibility verification, and local law): California; Colorado; Connecticut; District of Columbia; Florida; Illinois; Massachusetts; Michigan; Minnesota; North Carolina; New Hampshire; New Jersey; New York; Oregon; South Dakota; Texas; Utah; Wisconsin; Wyoming.
Careertakes and our client will follow all applicable federal and state employment laws for candidates in these states.
What We’re Looking For (Keywords & Skills)
- Email customer service
- Remote customer support
- Chat support (10% of role)
- CRM experience (Zendesk preferred)
- 50+ WPM typing accuracy
- Problem solving and written communication
About the Engagement
- Employment: You will be employed directly by our client if selected.
- Contract-to-hire: initial contract with potential conversion to direct hire by the client.
- Employment verification, eligibility checks, and role-specific assessments (including a typing test) may be required.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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