Customer Service Representative
Alternate / Related Job Titles:
Customer Support Specialist | Call Center Representative | Customer Care Associate | Social Media Customer Support Representative
Location & Onsite Flexibility:
Framingham, MA (Fully Remote)
Contract Details
Position Type: Contract-to-Perm
Contract Duration: 3 Months
Start: As Soon As Possible
Pay Rate: $22/hour
Work Schedule:
• Friday – Tuesday, 9:00 AM – 5:00 PM EST
• Training Schedule: Monday – Friday, 10:00 AM – 6:00 PM EST
Job Summary
The Customer Service Representative will respond to customer inquiries across multiple communication channels, including phone, email, chat, and social media. This role focuses on resolving customer concerns, documenting interactions accurately, and supporting a positive brand experience in a fast-paced, high-volume environment.
Duties & Responsibilities
• Respond accurately, promptly, and effectively to customer communications via phone, letters, email, chat, and social media
• Resolve difficult and sensitive customer issues using problem-solving and negotiation skills
• Communicate with District Managers, Store Managers, and Home Office personnel to resolve escalated concerns
• Escalate serious issues appropriately to protect the company brand
• Document customer and store information accurately within the customer tracking system
• Code cases correctly and provide continuous updates until resolution and closure
• Promote a positive company image aligned with Customer Service objectives and mission
• Make sound judgment calls that align with brand, escalation, and social media moderation guidelines
• Multitask effectively in a fast-paced environment with high inbound and outbound volume
• Complete special projects and additional duties as assigned
Required Skills
• Proven conflict management skills
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Strong listening and organizational skills
• Ability to prioritize and manage time effectively
• Flexibility and ability to multi-task
• PC proficiency, including email; Word and Excel preferred
• Typing proficiency
• Ability to respond objectively and separate emotion from decision-making
• Ability to work collaboratively in a team environment
• High-speed internet connection required
• Quiet, distraction-free workspace suitable for video meetings and chats
Preferred Skills
• Social media moderation experience
• Retail customer service experience
• Phone-based customer support experience
Minimum Qualifications
• 1–3 years of retail customer service or call center experience
• Recent college graduates are encouraged to apply
• No specific degree requirement
Interview Process
• 45-minute interview
– First 30 minutes with two team members
– Final 15 minutes with two additional team members
• Top 15 resumes will be shortlisted for Hiring Manager review
Benefits
• Medical, Vision, and Dental Insurance Plans
• 401(k) Retirement Plan
About the Company
Our client is a Fortune 500 off-price apparel and home retailer and a global leader in value-driven fashion and home goods. With over 4,500 stores across nine countries and multiple e-commerce platforms, the company is committed to operational excellence, inclusion, and responsible corporate citizenship.
About GTT
GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American–owned company based in Alaska. GTT partners with Fortune 500 organizations across banking, financial services, technology, life sciences, utilities, and retail throughout the U.S. and Canada, supporting diverse and inclusive workplaces.
Job Number: 25-29723