Written By: Rebecca Andruszka, Op-Ed Writer
In general, customer service is a solidly growing part of economy. As businesses are incorporating more technology that makes remote working possible, they are also looking at where they can cut overhead expenses—like office space and utilities for big call centers. Result: job sites are flooded with openings for remote customer service jobs for an array of employers in nearly every industry.
Most remote customer service positions offer reasonable pay, with an average of $18/hour, which is slightly more than the average for office-bound customer service jobs. As a remote employee, however, you are usually responsible for providing your own phone and/or computer, and do not necessarily have an IT department available to you if you are experiencing any technical difficulties.
But what do remote customer service jobs usually entail, and are they right for you?
The most popular kind of remote customer service job is that you field customer inquiries (usually on the phone, but increasingly on text/instant message and video chat) and make their experience with your company’s service or product better. You will likely be given a quota of calls to take per hour or per shift. Your performance will be measured by the number of calls you take and any feedback that customers may leave about their satisfaction.
There are some other options listed under “customer service,” like providing concierge services or even playing cupid as a matchmaker! Some positions may also have you develop long-term relationships with a roster of clients, for which you would have to address problems, and also proactively suggest how they can leverage your company to improve their business.
As you look at job listings, make sure that you are applying for positions that require your set of skills and that (hopefully) you will enjoy. Although you should expect to get training on the company’s products and services, it is a good idea to focus on industries that you know something about. So if you are not even sure how to Google something, you probably should not apply to a customer service position at a tech company. Likewise, if you cannot boil water, a job at a meal kit delivery service or other food company help line will probably not be a great fit.
Here are a few qualities that would make you a good fit for a remote customer service job:
YOU ARE A PEOPLE-PERSON
As with any customer service position, you are going to be working with people a lot. You may be working with very frustrated people who paid their hard-earned money for a product or service that is not working out, and now they have to take extra time to contact you to figure out what to do about it. Which is to say, patience and understanding are must-haves for these types of positions. You should have a generally positive, helpful attitude and be able to stay cool under pressure.
YOU ARE GOOD AT COMMUNICATING
Not only do you need to effectively communicate with your customers, you will also likely have to communicate with fellow customer service agents if you need to transfer your customer for more specialized help. This means clearly stating the problem and what the customer wants to happen, whether that is fixing a technical issue or receiving a refund. You will likely have to draft reports on all of your customer communications, and a clear description of each issue can help the leadership and other departments identify recurring problems and hopefully fix them as soon as they can.
Many remote customer service jobs in the US require fluency in English. Other language fluency can be a big bonus—just make sure that you know any of the technical terms you might need before you claim fluency to a hiring manager.
YOU ARE SELF-MOTIVATED
Working from home can be difficult if you are not used to managing your own time and workflow. You should remember that remote jobs are an opportunity to do your best work from home, not an excuse to goof off and watch TV while you’re on the clock. Be as proactive and as ready to learn as you would be in an office job with a cubicle right next to your boss.
YOU'RE LOOKING FOR FLEXIBLE HOURS
In our global economy, customer service is expected 24/7. That means that if you have job or family responsibilities during the typical 9-5 workday, you can still find work in remote customer service, either full time or part time. This is not to say that if you are looking for a more traditional workday, you should not consider remote customer service, but that it is a particularly good fit for someone who needs a little more flexibility.
For the right person, a remote customer service position will not only help you pay the bills, it can also be personally rewarding. Good luck as you find the right fit for you!
About the Author
Rebecca Andruszka is a virtual remote worker living in Denver, CO. She has written for a number of online publications about workplace issues, including The Muse and ProfessionalGal. When she isn’t working, she enjoys going to the movies in the afternoon, walking her dog, and volunteering for local nonprofits.
