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About the Role

As a Customer Service Advisor, you will support customers with a variety of questions, concerns, account needs, order-related issues, and other customer experience needs, delivering exceptional service. This role requires active listening, problem-solving, and taking ownership of customer interactions to drive the best possible solutions in a fast-paced, performance-driven remote contact center environment.

Responsibilities

Deliver exceptional customer experiences by providing clear, professional, and personalized assistance via phone.
Build rapport and create meaningful connections through empathy and active listening.
Adapt communication style to suit the customer and situation.
Take ownership of the customer experience from beginning to resolution.
Set clear expectations and ensure customers understand solutions and options.
Identify opportunities to turn routine interactions into positive experiences.
Assist customers with questions or concerns related to products, services, orders, accounts, billing, delivery, and policies.
Ask effective discovery and probing questions to understand customer needs.
Listen for stated needs and additional concerns.
Use critical thinking and sound judgment to identify appropriate solutions.
Research and navigate resources to provide accurate, real-time information.
Make every reasonable effort to resolve customer concerns during the interaction.
Escalate concerns appropriately when additional support is required.
Demonstrate empathy by recognizing customer situations, concerns, and emotions.
Personalize conversations rather than delivering transactional or scripted interactions.
Show enthusiasm and engagement.
Maintain professionalism and composure with frustrated customers.
Use positive positioning to communicate solutions and next steps.
Balance efficiency with providing a complete and meaningful customer experience.
Work efficiently across multiple systems, applications, and knowledge resources.
Accurately document customer interactions and follow required workflows.
Quickly learn new products, services, processes, policies, promotions, and tools.
Apply available information and resources across various customer situations.
Adapt to frequent changes in processes, customer needs, and business expectations.
Maintain focus and accuracy while managing multiple tasks simultaneously.
Work within clearly defined expectations for customer experience, quality, resolution, efficiency, attendance, and schedule adherence.
Respond positively to frequent coaching and performance feedback.
Take ownership of individual performance and demonstrate sustained improvement.
Apply feedback quickly and consistently during customer interactions.
Follow required processes, documentation standards, policies, and workflows.
Maintain reliable attendance and adherence to the assigned work schedule.
Partner with fellow specialists, Team Leaders, and support teams to share knowledge and identify solutions.
Ask for assistance when appropriate while developing independent decision-making skills.
Share best practices and contribute positively to team performance.
Support a collaborative environment focused on delivering exceptional customer experiences.

Requirements

Experience in customer service, call center, retail, hospitality, or another customer-facing environment preferred.
Strong verbal and written communication skills.
Strong active-listening skills and the ability to identify customer needs through effective questioning.
Ability to explain information, policies, processes, and solutions clearly and confidently.
Ability to adjust communication based on the customer and situation.
Ability to build rapport and create a natural, personalized conversation.
Strong ability to identify problems, gather relevant information, and determine appropriate solutions.
Ability to work through unfamiliar customer situations using available information and resources.
Demonstrated judgment and decision-making skills.
Ability to consider multiple solutions and determine the best available option for the customer.
Ability to balance customer needs with company policies and procedures.
Strong customer-first mindset with a willingness to take ownership of each interaction.
Ability to recognize customer emotions and respond with genuine empathy.
Comfortable assisting customers who may be frustrated, confused, or dissatisfied.
Ability to de-escalate challenging interactions while remaining professional and solution-focused.
Commitment to providing a complete experience rather than simply completing a transaction.
Ability to quickly learn detailed information and apply it in different customer situations.
Strong information retention and ability to connect previous learning to new scenarios.
Comfortable with ongoing training, process updates, new products, policy changes, and evolving customer needs.
Willingness to independently use available resources to find accurate information.
Ability to remain composed and productive during high-volume periods and challenging customer interactions.
Open to frequent feedback, coaching, and performance discussions.
Demonstrates accountability for individual results.
Willing and able to adjust behaviors based on coaching and performance feedback.
Maintains a positive, professional approach when priorities or expectations change.
Ability to work independently in a structured remote contact center environment.
Strong time-management and organizational skills.
Ability to consistently meet attendance, schedule, quality, and performance expectations.
Ability to maintain a professional, distraction-free workspace while working.
Dependable and prepared to begin work and return from scheduled breaks at assigned times.
Strong communication and active-listening skills.
Strong empathy and relationship-building skills.
Critical-thinking and problem-solving ability.
Comfort navigating multiple software tools, systems, and resources.
Strong reliability and personal accountability.
Ability to learn quickly and retain detailed information.
Ability to adapt to changing priorities, processes, products, and customer needs.
Confidence handling challenging customer conversations.
A customer-first mindset with a strong sense of ownership.

Skills

Customer Service
Communication
Active Listening
Problem Solving
Empathy
Critical Thinking
Adaptability
Time Management
Organization
Relationship Building

Location

Remote

Work Type

Remote Call Center
Full-time

Experience Level

Preferred customer service or other customer-facing experience

Salary/Compensations

$17.31 per hour

Benefits

Medical insurance options
Dental insurance options
Vision insurance options
Paid training
Referral for Life Program with ongoing referral bonuses
Opportunities for advancement
Professional development
Leadership career pathways

About the Company

VXI is committed to bringing passion and customer focus to the business.
At VXI, we recognize that great customer experiences start with great people.
You’ll be part of a team that values customer connection, empathy, accountability, continuous learning, and personal growth.
This is an opportunity to strengthen your customer service, communication, critical-thinking, problem-solving, and relationship-building skills while developing a career in a fast-paced customer experience environment.
Every customer interaction is an opportunity to make a difference.
If you enjoy connecting with people, solving problems, taking ownership, and creating exceptional experiences, we’d love to hear from you.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Equal Opportunity

VXI is an Equal Opportunity Employer, including individuals with disabilities and veterans.