Overview
The Seasonal Direct Service Agent (Wisconsin) provides exceptional customer service and support during the peak holiday season. This temporary, fully remote position assists customers through phone, email, and other communication channels by resolving product, order, shipping, payment, and service-related inquiries while delivering a professional, friendly, and efficient customer experience. The ideal candidate is customer-focused, adaptable, and thrives in a fast-paced environment while maintaining accuracy, professionalism, and a commitment to first-contact resolution.
Responsibilities
Customer Service & Support
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Deliver exceptional customer service while providing professional, friendly, and knowledgeable support
- Assist customers through inbound and outbound phone calls, email correspondence, and other assigned customer service channels
- Resolve product, order, shipping, payment, and service-related inquiries while striving for first-contact resolution
- Research customer concerns and provide accurate solutions by following established policies and procedures
- Demonstrate professionalism, empathy, and sound judgment when handling customer concerns and escalated situations
Order Processing & Customer Account Management
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Process customer transactions accurately and efficiently using company systems
- Maintain a thorough understanding of products, promotions, services, and company policies
- Accurately document customer interactions and transactions within internal systems
- Maintain confidentiality of customer and company information at all times
Team Support & Performance
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Assist with onboarding, training, and supporting seasonal team members as needed
- Meet established quality, productivity, attendance, and customer satisfaction goals
- Adapt to changing workloads, call volumes, and business priorities throughout the holiday season
- Comply with all company policies, procedures, and remote work requirements
Qualifications
Required
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High school diploma or GED
- Ability to work remotely from a designated home address located in Wisconsin or Illinois
- Availability to work the full seasonal assignment from approximately September through December
- Ability to attend mandatory virtual training for up to 10 days
- Availability to participate in a 25–40 hour per week training schedule, Monday through Friday, during designated training hours
- Availability to work a flexible schedule, including weekdays, weekends, holidays, and schedule changes based on business needs
- Minimum typing speed of 30 words per minute (880 keystrokes per minute)
- Basic math proficiency
- Proficiency using Microsoft Windows and navigating multiple applications
- Basic internet and web browser skills
- Ability to quickly learn and use customer service and transactional software systems
- Strong data entry skills with exceptional accuracy and attention to detail
- Excellent verbal and written communication skills
- Strong customer service, problem-solving, and issue-resolution abilities
- Strong listening skills with the ability to adapt communication style to customer needs
- Ability to remain calm, professional, and composed in challenging customer situations
- Ability to manage fluctuating workloads and changing priorities in a fast-paced environment
- Demonstrated flexibility, resilience, and commitment to delivering an exceptional customer experience
Preferred
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Previous customer service, call center, retail, or other customer-facing experience
- Experience working in a high-volume customer support environment
- Experience working remotely or in a virtual customer service role
