Customer Support Specialist - Freelance Project at Agency

Project Overview We are seeking independent Customer Support Specialists with tangible, hands-on experience in call centers and direct customer service to provide dedicated support services for our client base. In this contractor engagement, you will leverage your expertise to autonomously resolve customer inquiries, de-escalate complex issues, and deliver high-quality, empathetic support across voice and digital channels. The objective of this project is to maintain excellent customer satisfaction and ensure seamless service delivery. Project Deliverables & Scope The Contractor will operate autonomously to execute customer service workflows and provide successful ticket resolution. Expected deliverables include: • Omnichannel Inquiry Resolution: Autonomously managing and successfully resolving customer issues across phone, email, and live chat platforms within agreed-upon Service Level Agreements (SLAs). • De-escalation & Problem Solving: Applying expert communication skills to de-escalate high-tension scenarios and provide accurate, policy-aligned solutions to complex customer inquiries. • Service Metric Achievement: Deliver favorable outcomes in line with target metrics for First Contact Resolution (FCR) and Customer Satisfaction (CSAT). • Process Documentation: Accurately logging interaction details, troubleshooting steps, and resolution outcomes into the designated CRM or ticketing system to maintain clear audit trails. We offer a service fee range of $6-to- $10 per hour, with the exact rate determined after evaluating your experience, expertise, and geographic location. Final offer amounts may vary from the service fee range listed above. As a contractor you’ll supply a secure computer and high‑speed internet; company‑sponsored benefits such as health insurance and PTO do not apply. Engagement Type: Freelance / Independent Contractor Workplace Type: Remote