About the job

Customer Service Rep III – Global Customer Call Center Representative

Department: Services

Location: Remote

Hours: 11:00 PM – 7:30 AM EST

Role Type: Contract

About Our Client

Our client operates a global customer call center providing comprehensive support services to customers worldwide. They are committed to achieving excellent customer service that drives sustainable business growth through responsive support, efficient order processing, and coordinated field service operations.

Job Description

As a Global Customer Call Center Representative, you will field customer calls and emails, provide information, place parts and consumables orders, create price quotes for services, and assign field technicians to sites. Your primary goal is to achieve excellent customer service for customers that drives sustainable business growth.

This is an overnight position working 11:00 PM – 7:30 AM EST with rotating weekends after 90 days.

You’ll work independently in a remote environment, managing multiple customer inquiries simultaneously while coordinating with field personnel and internal teams to ensure timely resolution of service requests.

The ideal candidate brings proven call center or customer service experience, the ability to work independently and multi-task effectively, and comfort working overnight hours in a remote setting while maintaining high levels of customer service excellence.

Duties and Responsibilities

Respond to all phone calls and emails from customers and internal team members.
Answer customer email and phone requests during overnight hours (11:00 PM – 7:30 AM EST).
Open service requests and sales orders for contract parts, returned parts, and projects.
Place parts orders and create quotes for service as requested by customers.
Update orders and track progress to ensure timely completion.
Assign work to field technicians and coordinate scheduling.
Manage telephone and email enquiries efficiently and professionally.
Review open service requests and bring to satisfactory closure within a timely manner.
Help manage new machines to be installed, moved, and decommissioned.
Ensure all project information is updated in Salesforce system.
Manage quotes being sent to customers and process through to the Order Entry team for order creation.
Ensure parts are shipped ready to meet field technicians’ schedules.
Keep customers regularly informed of service request progress.
Coordinate repairs and technical support with field personnel and schedule workload accordingly.
Work independently while maintaining regular communication with supervisors and team members.

Required Experience/Skills

High School Diploma or equivalent with 2-4 years of applicable work experience.

Proven experience as a call center representative or similar position.
Experience in customer service is essential.
Ability to multi-task effectively in a fast-paced environment.
Ability to work independently in a remote setting.
Proficient in English (good knowledge of additional languages is a plus).
Working knowledge of MS Office applications.
Ability to work under pressure and manage multiple priorities.
Strong communication skills for customer interaction.
Comfort working overnight hours (11:00 PM – 7:30 AM EST).
Willingness to work rotating weekends after 90-day period.

Nice-to-Haves

Experience with Salesforce system.

Previous experience in technical support or field service coordination.
Bilingual capabilities.
Experience with order processing and inventory management.
Background in manufacturing or equipment service industries.

Education

High School Diploma or equivalent required.

Additional customer service or technical training preferred.

Work Schedule

Overnight position: 11:00 PM – 7:30 AM EST
Rotating weekends after 90-day initial period
Standard work hours with no overtime expected
Fully remote work environment

Pay & Benefits Summary

Hourly rate: $30-35HR
Contract through July 13, 2026 with possibility of extension
Opportunity for conversion to full-time employee (FTE)
Fully remote work with flexible location (Midwest/West Coast preferred)
Comprehensive training provided remotely

Join Our Global Customer Service Team!

If you’re an experienced customer service professional who thrives in an independent, remote work environment and is comfortable working overnight hours, we invite you to apply. This role offers the opportunity to provide critical support to a global customer base while working flexibly from your preferred location.

To apply for this job please visit catapultsg.com.